Manager Quality Assurance

Hilton Grand Vacations • Honolulu, HI

1d

About The Position

Hilton Grand Vacations is seeking an experienced, driven Quality Assurance Manager to lead, develop, and elevate its Quality Assurance team. The role is responsible for operational excellence, compliance and quality standards, revenue recognition processes, and a seamless customer experience throughout the sales journey. The manager supervises team performance, training, and development and serves as a communication link among Quality Assurance, Sales, Owner Services, Resort Operations, and other business partners.

Requirements

• High school diploma or equivalent.
• Ability to acquire a Hawaii Notary License.
• Flexible schedule, including evenings, weekends, and holidays as business needs require.
• Minimum of 3 years of hospitality or customer service experience.
• Minimum of 3 years of Quality Assurance experience within the vacation ownership industry.
• Minimum of 2 years of supervisory experience.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong communication, coaching, organization, and problem-solving skills.

Nice To Haves

• Previous training and development experience.
• Prior supervisory experience leading high-performing teams.
• Direct sales experience within the vacation ownership industry.
• Bachelor's degree (BA/BS).
• Valid Real Estate License.
• Valid Notary License.
• Managerial experience.

Responsibilities

• Manage critical reporting functions, including Pender and Open Issue Reports, Buyers & Financial Commitment Reports, and PCC reporting.
• Validate and finalize sales transactions requiring Quality Assurance review for daily revenue recognition in designated areas.
• Coordinate Quality Assurance presentations to ensure consistency, customer experience excellence, and adherence to Hilton Grand Vacations standards.
• Support the sales process as needed through deeding, notarization, and post-sale follow-up activities.
• Address office operational needs proactively and implement solutions to minimize business disruptions.
• Meet with current owners at the Sales Gallery and resolve advanced concerns professionally.
• Serve as a liaison between Quality Assurance and business partners, including Owner Services, Sales, Resort Operations, Contracts Processing, and other departments.
• Lead and manage the performance of the Quality Assurance team, including Team Leads, Quality Assurance Managers, and Quality Assurance Coordinators.
• Conduct training and ongoing development programs for Quality Assurance and Sales teams.
• Partner with Sales Training leadership to deliver integrated Sales and Quality Assurance training initiatives.
• Coordinate candidate interviews and present hiring recommendations to the Senior Manager.
• Complete annual performance evaluations, coaching discussions, and performance development plans.
• Facilitate regular team meetings to communicate business updates, priorities, and organizational changes.
• Create and maintain team schedules to support business needs and operational efficiency.
• Ensure payroll and attendance records are accurate and approve PTO requests through Oracle.
• Perform additional duties as assigned to support departmental and organizational objectives.

Benefits

• Medical, dental, and vision insurance from Day One.
• Generous paid time off program, including paid sick days and parental leave.
• 401(k) savings plan with company match.
• Life insurance.
• Company stock purchase program.
• Tuition reimbursement for continuing education on job-related degree and certification programs.
• Team Member benefits and discount travel programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED