Manager, Quality Audit - Owner Onboarding

Travel + Leisure Co. • Orlando, FL

2d • Hybrid

About The Position

This Manager, Quality Audit role is responsible for overseeing training, coaching, and auditing processes to ensure consistent quality and compliance across all operational sites. The position leverages the Zoom Revenue Accelerator (ZRA) platform and AI-driven resources to monitor communications, analyze performance trends, and identify improvement opportunities. It serves as a key liaison with owner onboarding directors and managers to communicate standards, provide actionable insights, and drive adoption of best practices. The role also inspects coached feedback to confirm implementation of required actions and ensure alignment with organizational objectives through continuous improvement and technology-enabled solutions. If the person identified for this role lives in the greater Orlando area, this will become a hybrid position.

Requirements

• Bachelor’s degree in business administration, Hospitality Management, Training & Development, or a related field. (Experience equivalent to the education requirement may be accepted in lieu of the education requirement.)
• Strong ability to work under pressure and manage high-volume evaluations.
• Excellent written and oral communication skills for delivering clear feedback.
• Demonstrated analytical and problem-solving skills with attention to detail.
• Ability to collaborate effectively with cross-functional teams and field leadership
• Knowledge of compliance standards and performance improvement methodologies.
• Proficiency in Zoom Revenue Accelerator (ZRA) platform and AI-driven analytics tools.
• Advanced Microsoft Office Suite (Excel, Word, PowerPoint).
• Familiarity with Power BI and reporting dashboards.
• Ability to interpret data and generate actionable insights using technology.
• Minimum 5 years of experience in Owner Onboarding, Training, Quality Assurance, auditing, or performance evaluation roles within sales, hospitality, or customer service environments.
• Exposure to technology-driven process improvement and compliance monitoring.
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Nice To Haves

• Experience in Owner Onboarding, Quality Assurance, or Process Auditing (preferred).
• Familiarity with compliance programs and owner onboarding standards & SOP’s.
• Optional: Professional Coaching or Leadership Development certification.

Responsibilities

• Review and analyze owner closings daily using Zoom Revenue Accelerator (ZRA) and AI-driven tools. Provide immediate, actionable feedback to owner onboarding teams to ensure compliance, improve communication quality, and reduce rescission risk.
• Conduct audits leveraging ZRA and AI resources to validate adherence to organizational standards and identify performance gaps. Recommend corrective actions and escalate critical issues promptly.
• Use ZRA software and AI analytics to track trends, generate insights, and develop strategies for continuous improvement. Maintain expertise in emerging technologies to optimize evaluation processes.
• Act as the primary liaison with owner onboarding directors and managers across all sites. Share audit results, communicate feedback, and collaborate on implementing best practices to drive operational excellence.
• Monitor whether coached feedback is applied effectively by field teams. Provide follow-up guidance to ensure sustained improvement and compliance.
• Prepare reports summarizing evaluation metrics, audit findings, and compliance trends. Recommend enhancements to processes and tools to improve efficiency and quality outcomes.

Benefits

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Paid time off
• Parental leave
• Holidays
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees