Quality Assurance Specialist

Hilton Grand Vacations•St Pete Beach, FL

About The Position

The Quality Assurance Specialist supports the closing stage of the sales process for Hilton Grand Vacations’ vacation ownership product. The role reviews purchase contracts and paperwork, confirms that documents are accurately signed, notarized, and executed, and helps new owners understand their purchase and ownership documents. The Specialist also assists owners with questions, cancellations, reservations, payoff information, and online support, and helps ensure owners receive timely answers or are directed to the appropriate resources. The position maintains a high standard of customer service for new and existing owners, ensures sales staff complete follow-up efforts, and supports the administrative operations of the QAM department. Additional duties include assisting with QAM training, managing supplies and inventory, reviewing legal or Club document-change bulletins to keep department materials current, and participating in calls that support departmental efficiency.

Requirements

High school diploma or GED.
At least 2 years of hospitality or guest service experience.
Ability to communicate clearly and distinctly with new owners.
Excellent verbal and written communication skills and a positive demeanor.
Project management and problem-solving skills.
Computer proficiency and experience using Microsoft Office Suite.
Ability to acquire a notary license.
Ability to work a flexible schedule, including weekends and holidays.
Professional demeanor while on duty or on property.

Nice To Haves

Bachelor’s degree in Hospitality Management, Business Administration, or a related field, or related experience.
Timeshare or vacation ownership experience.
2+ years of experience in Quality Assurance (QAM) or as a Verification Loan Officer (VLO).
Existing notary licensure.

Responsibilities

Review new-owner contracts and paperwork, ensuring accurate signatures, notarization, and execution of purchase documents.
Explain purchase and ownership documents to new owners and help them feel comfortable with their purchase.
Assist owners with questions, cancellations, payoff information, online assistance, and other needs; find answers or direct owners to the appropriate resources.
Help owners book soft reservations before their ownership is available in the system, when needed.
Ensure Vacation Counselors and Executive Consultants conduct follow-up efforts with owners.
Maintain a high standard of customer service for new owners before activation and for owners contacting the department after activation.
Assist with administrative duties for the QAM department.
Assist in training new QAMs.
Manage supplies and inventory to ensure materials are available for daily tasks.
Review document-change bulletins from legal or Club information and ensure the department has current materials.
Participate in calls, including owner referral and Portfolio Services calls, to support efficiency.