Quality Assurance Representative

Travel + Leisure Co.•San Antonio, TX

2d•Onsite

About The Position

The Quality Assurance Representative serves as a catalyst for the owner onboarding experience. The QA Representative works to deliver sales document presentations for new and existing owner purchases as well as provides customer support through onsite education and services for club products, follow up process and site customer contact. The Quality Assurance Representative also provides feedback to Quality Assurance Manager from document closing and sales presentation observations to identifying training opportunities. The QA Representative will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals, and objectives are met consistently. The QA Representative works with QA Manager to provide training for sales that will help meet and improve on rescission and compliance goals.

Requirements

Bachelor Degree or equivalent combination of education and directly related experience
Ability to prioritize and organize tasks
Ability to influence
Excellent verbal and written communication and interpersonal skills
Ability to manage concurrent assignments in an effective and efficient manner
Strong conflict management skills
1+ years Wyndham sales experience preferred
1 year previous customer service experience

Nice To Haves

Expert Contract Standards Expertise preferred
TNL product knowledge expertise preferred

Responsibilities

Review and Complete legal and sales related documents with owners following established process/guidelines (50% time)
Provide Owner Education to owners through topic curriculum in a private one on one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can aid in post-sale customer service for sales retention and compliance (25% of time)
Identify and communicate patterns, trends, training opportunities and compliance concerns to QA Manager (10% of time)
Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time)
Coordinates the logistics and reporting functions for all educational events & materials, collaborates with in house marketing, sales and resort team to optimize educational session attendance (5% of time)
Other site duties as assigned by QA Manager (5% time)