Quality Assurance Manager- Contracts Closer

Hilton Grand Vacations•Las Vegas, NV

23h

About The Position

The Manager, Quality Assurance – Sales is a multi-task, oriented position responsible for assisting the Director of Field Administration in leading all aspects of the day-to-day operation of the Quality Assurance Specialists, including training and disciplining. The Quality Assurance Manager also provides Sales support for the Front Line and In-House teams. This position requires the ability to lead and mentor a team, interpersonal skills, digital literacy, depth of contract/product knowledge and attention to detail. Responsible for recruiting, training, coaching and performance leading a team of Quality Assurance Specialist. QA Manager is responsible for their assigned team’s performance and being an authority in employee culture, retention of associates and other assigned goals. Provide ongoing development of the QAS in order to ensure excellent customer service is provided by adhering to closing requirements and proper product knowledge. Ensure compliance with established policies, procedures and systems. Work closely with the Sales Management team in an effort to ensure smooth transition of guest from TO/BBB Rep to QAS. Continually work with DFA and make recommendations for approving processes/systems. Ensure all QASs are following scripts as outlined. Provide Sales support and assist in answering questions from DOS, In-House Manager and Inventory Specialist. Responsible for handling raised customer service issues. Ensures closings and contract data entry goals are met. Performs the job assigned aligning with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and efficiency. This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to assist with other duties as needed.

Requirements

High School Diploma or equivalent (G.E.D). College preferred.
Six months’ hands on computer experience, one-year general office experience or relevant courses.
Must be a quick learner, friendly, and able to connect with different personality types to facilitate a connection with new owners.
Must have good interpersonal skills and maintain a professional yet friendly attitude in an often highly paced and pressured sales environment.
Attention to detail, follow up skills, and strong work ethic are essential.

Responsibilities

Assisting the Director of Field Administration in leading all aspects of the day-to-day operation of the Quality Assurance Specialists, including training and disciplining.
Providing Sales support for the Front Line and In-House teams.
Recruiting, training, coaching and performance leading a team of Quality Assurance Specialist.
Being an authority in employee culture, retention of associates and other assigned goals.
Providing ongoing development of the QAS in order to ensure excellent customer service is provided by adhering to closing requirements and proper product knowledge.
Ensuring compliance with established policies, procedures and systems.
Working closely with the Sales Management team in an effort to ensure smooth transition of guest from TO/BBB Rep to QAS.
Continually work with DFA and make recommendations for approving processes/systems.
Ensuring all QASs are following scripts as outlined.
Providing Sales support and assist in answering questions from DOS, In-House Manager and Inventory Specialist.
Handling raised customer service issues.
Ensuring closings and contract data entry goals are met.
Performing the job assigned aligning with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and efficiency.