Quality Assurance Representative

Capital Vacations; Gatlinburg (TN); On-site; USD 36,000 - 60,000; Full time

Job summary

Capital Vacations is seeking a Quality Assurance Representative to maintain the integrity of the product during the sales and closing process. The role requires attention to detail, strong problem-solving skills, and the ability to manage contracts and customer interactions with professionalism.

Ideal candidates have notary credentials, a basic computer skill set, and willingness to work weekends/holidays, with experience in the timeshare or financial services sectors being a plus.

Qualifications

• High school diploma or GED or equivalent experience.
• Sales experience in timeshare industry.
• Notary credentials required.

Responsibilities

• Provides customer service to Owners during closings and through the cancellation period, ensuring confidence in the purchase.
• Assists with contracts, processes and other office functions as needed.
• Verifies documents for accuracy; checks contracts for errors and omissions.
• Adheres to regulation and company policies during the timeshare closing process.
• Handles cancellations by phone or walk-in and works to retain customers.

Skills

Weekend/holiday availability

Professional demeanor

Detail oriented

Sales experience

Education

High school diploma or equivalent

Notary credentials

Sales experience in timeshare

Job description

Career Opportunities with Capital Vacations

A great place to work.

Careers At Capital Vacations

Current job opportunities are posted here as they become available.

To learn more about working for Capital Vacations, please view our video below:

Capital Vacations is the fastest growing company within our sector of the Hospitality Industry. We pride ourselves on delivering best-in-class service and providing access to over 90 internal club destinations, plus thousands more external options. Our mission is simple: to provide quality vacations to our valued members and guests.

We're looking for dynamic individuals to join our fast-paced team, driven by success and rewarded with industry-leading compensation plans.

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.

The Ideal Candidate:

• Flexibility to work weekends and holidays.
• Professional demeanor with a tenacious attitude.
• Detailed-oriented with strong problem solving skills.
• Great opportunity for former loan processors, contracts processors, closing agents, title agents, bank tellers as well as sales representatives.

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 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.
• Adheres to regulation and company policies/procedures concerning the Timeshare closing process.
• Handles misrepresentation concerns and client disputes and reports when necessary.
• 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 site/department) 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 contract(s) 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 procedures.
• All other duties as requested.

Education, 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 experience.
• Sales experience within the Timeshare industry
• Possess and maintain Notary credentials

Skills, Knowledge, and Abilities:

• Maintain Reasonable Percentage of closings (within 10% of the average number of closing per QA at same site/department)
• Maintain low Net Cancellation rate (14% and below)
• Written and oral communication skills
• Typing and basic computer skills

Shift:

• Additional hours may be required to meet deadlines or cover shifts