What are the responsibilities and job description for the Quality Assurance Manager position at Hilton Grand Vacations?
The Manager, Quality Assurance – Sales is a multi-task oriented position responsible for assisting the Director of Field Administration in overseeing and supervising 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 excellent customer service, ability to lead and mentor a team, organizational skills, computer literacy, depth of contract/product knowledge and attention to detail.
- Responsible for recruiting, training, coaching and performance managing a team of Quality Assurance Specialist.
- QA Manager is responsible and held accountable for their assigned team's performance from Medallia, Contract Errors, PAC, TP PAC, Cancellation Percentages, retention of associates as well as other assigned goals.
- Provide on-going 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 QAS's are following scripts as outlined.
- Provide Sales support and assist in answering questions from DOS, In-House Manager and Inventory Specialist.
- Responsible for handling escalated customer service issues.
- Ensures closings and contract data entry goals are met.
Performs the job assigned complying with Company policies and procedures, business code of ethics, FLSA regulations, and all applicable laws, as well as ensuring confidentiality, reliability, quality, and productivity. This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of an incumbent. 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 perform other duties as required.
Benefits:
- Health insurance.
- Dental insurance.
- Vision insurance.
- Retirement plan/401K.
- Paid time off.
- Tuition reimbursement.
Job 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.
