Quality Assurance Representative
About The Position
The Quality Assurance Representative supports the owner onboarding experience by presenting sales documents for new and existing owner purchases and providing customer support through onsite education, club product services, follow-up, and customer contact. The role balances proactive owner engagement with reactive support to promote owner satisfaction, quality service, retention, and compliance goals. The representative shares observations from document closings and sales presentations with the Quality Assurance Manager, identifies training opportunities, and helps train the sales team to improve rescission and compliance results. The position works within guidelines established by the QA Director and QA Manager, with substantial autonomy to complete tasks with minimal supervision. Its work can affect site retention, sales compliance, net sales, and customer experience metrics. Travel is less than 5% for corporate and/or business-unit meetings. Comprehensive health and welfare benefits are available to associates working 30 or more hours per week; eligibility and availability of some benefits depend on position, tenure, hours worked, and applicable requirements.
Requirements
- Bachelor’s degree or an equivalent combination of education and directly related experience.
- Ability to prioritize and organize tasks.
- Ability to influence.
- Strong verbal and written communication and interpersonal skills.
- Ability to manage concurrent assignments effectively and efficiently.
- Strong conflict-management skills.
- Experience equivalent to the education requirement may be accepted in lieu of the education requirement.
- One year of previous customer service experience.
Nice To Haves
- Expertise in contract standards preferred.
- TNL product knowledge expertise preferred.
- One or more years of Wyndham sales experience preferred.
Responsibilities
- Review and complete legal and sales-related documents with owners according to established processes and guidelines.
- Provide one-on-one or group owner education on club products and guide owners in maximizing their vacation ownership; support post-sale customer service, sales retention, and compliance.
- Identify and communicate patterns, trends, training opportunities, and compliance concerns to the QA Manager.
- Provide sales-team training as needed in product knowledge, sales document content, and sales compliance.
- Coordinate logistics and reporting for educational events and materials, collaborating with in-house marketing, sales, and resort teams to optimize attendance.
- Perform other site duties as assigned by the QA Manager.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Flexible spending accounts
- Life and accident coverage
- Disability coverage
- Paid time off, depending on position
- Parental leave, depending on position
- Paid holidays, depending on position
- Paid volunteer time through Wish day
- 401(k) with employer match, subject to eligibility requirements
- Legal and identity theft plan
- Voluntary income protection benefits
- Wellness program, subject to provider availability
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
