Quality Assurance Representative

Capital Vacations•Kissimmee, FL

59d

About The Position

The Quality Assurance Representative continues the sales process with an intent to maintain the integrity of the Capital product This role verifies the accuracy of Owner and purchase information with the Owner while explaining the contract paperwork ethically and ensuring the new Owner leaves with a feeling of satisfaction and confidence in the purchase The QA Representative maintains proper sales procedures while decreasing the rescission rate of the Resort Principal Duties and Responsibilities Provides Customer Service to Owners during the closings as well as before and after the cancellation period of any purchase Ensures that our newest Owner leaves with confidence in the purchaseAssists with contracts processes and other functions in the office as needed or requestedVerifies all documents for accuracy; checks contracts for errors and omissionsPrepares all contract files for funding and scans files into Smart SearchAdheres to regulation and company policiesprocedures concerning the Timeshare closing processHandles misrepresentation concerns and client disputes and reports when necessary; reports escalated items to Upper Management as appropriateMakes recommendations and assists on site Sales Management Team regarding corrective counseling training up to termination for misrepresentationsProtects the company from misrepresentationsMust close a Reasonable Percentage within 10 of the average number of closings of other Quality Assurance Representatives at the same sitedepartment of closings occurring each monthDownloads each closing labels and appropriately files within the required timeframe to qualify for Monthly Tier bonus as outlined on the Quality Assurance Compensation PlanDownloads QA recordings labels and files appropriately within 24 hours for closing at the site level and 72 hours for closing on a roadshow Labels and saves the files while following the correct procedures One missing recording is below the Minimum Performance StandardsMaintains a low net cancellation rate while maintaining the integrity of Capital Vacations ownership Net cancellation percentage of 15 or higher is below the Minimum Performance StandardsOne or more contracts placed on suspense in a monthly period is below the Minimum Performance StandardsHandles cancellations by phone or walk in; works to retain cancellations as owners and if unsuccessful completes necessary documents according to cancellation procedureCompletes administrative assignments in an orderly and timely fashionMaintains a productive working environmentAll other duties as requestedEducation Essential Training Certifications and Experience High school diploma GED or one to three years of related experience and training; or equivalent combination of education and experienceSales experience within the Timeshare industryPossess and maintain Notary credentials

Requirements

High school diploma GED or one to three years of related experience and training; or equivalent combination of education and experience
Sales experience within the Timeshare industry
Possess and maintain Notary credentials
Sales experience
Maintain Reasonable Percentage of closings within 10 of the average number of closing per QA at same sitedepartment
Maintain low Net Cancellation rate 14 and below
Customer service skills
Written and oral communication skills
Typing and basic computer skills
Ability to multitask
Ability to work independently
Organization and time management skills
Flexible schedule

Responsibilities

Provides Customer Service to Owners during the closings as well as before and after the cancellation period of any purchase
Ensures that our newest Owner leaves with confidence in the purchase
Assists with contracts processes and other functions in the office as needed or requested
Verifies all documents for accuracy; checks contracts for errors and omissions
Prepares all contract files for funding and scans files into Smart Search
Adheres to regulation and company policiesprocedures concerning the Timeshare closing process
Handles misrepresentation concerns and client disputes and reports when necessary; reports escalated items to Upper Management as appropriate
Makes recommendations and assists on site Sales Management Team regarding corrective counseling training up to termination for misrepresentations
Protects the company from misrepresentations
Must close a Reasonable Percentage within 10 of the average number of closings of other Quality Assurance Representatives at the same sitedepartment of closings occurring each month
Downloads each closing labels and appropriately files within the required timeframe to qualify for Monthly Tier bonus as outlined on the Quality Assurance Compensation Plan
Downloads QA recordings labels and files appropriately within 24 hours for closing at the site level and 72 hours for closing on a roadshow Labels and saves the files while following the correct procedures One missing recording is below the Minimum Performance Standards
Maintains a low net cancellation rate while maintaining the integrity of Capital Vacations ownership Net cancellation percentage of 15 or higher is below the Minimum Performance Standards
One or more contracts placed on suspense in a monthly period is below the Minimum Performance Standards
Handles cancellations by phone or walk in; works to retain cancellations as owners and if unsuccessful completes necessary documents according to cancellation procedure
Completes administrative assignments in an orderly and timely fashion
Maintains a productive working environment
All other duties as requested