Quality Assurance Representative

Capital Vacations, LLC; Kissimmee (FL); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Capital Vacations | Silver Lake Resort – Kissimmee, Florida is seeking a detail‑oriented Quality Assurance (QA) Representative to ensure contract accuracy, regulatory compliance, and an exceptional owner experience during the closing process.

The ideal candidate will have strong communication skills, meticulous attention to detail, and the ability to explain complex terms clearly while maintaining high ethical standards.

Qualifications

• Previous sales experience in the vacation ownership or timeshare industry.
• Strong customer service, communication, and relationship-building skills.
• Exceptional attention to detail and the ability to identify and resolve discrepancies.
• Confidence explaining contracts, financial terms, and complex information in a clear, professional manner.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in basic computer applications, data entry, and digital document management.

Responsibilities

• Conduct professional, informative contract closings with new vacation owners.
• Clearly explain purchase agreements, ownership benefits, financial obligations, and contract terms.
• Verify owner information and ensure all purchase documentation is accurate and complete.
• Deliver an exceptional customer experience that reinforces confidence in the purchase.
• Address owner questions, concerns, and potential misunderstandings with professionalism and transparency.
• Review contracts and supporting documentation for accuracy, completeness, and compliance with policies and regulations.
• Identify and address discrepancies, omissions, or potential misrepresentations.
• Maintain the integrity of the Capital Vacations product and protect the interests of owners and the company.
• Escalate compliance concerns and customer disputes to leadership.
• Partner with Sales Management to identify coaching, training, and process improvements.
• Prepare, organize, and process completed contract files for funding.
• Maintain accurate digital records and QA recordings within deadlines.
• Ensure closing recordings are labeled, saved, and submitted per procedures.
• Manage cancellation requests professionally while exploring retention opportunities.
• Meet departmental performance expectations and support additional admin tasks.

Skills

Customer service

Communication

Relationship-building

Attention to detail

Organizational skills

Independent work

Notary Public

Education

High school diploma or GED

Tools

Data entry

Digital document management

Microsoft Office

Job description

Kissimmee, Florida · Silver Lake · Quality Assurance

Job Description

Quality Assurance Representative

Capital Vacations | Silver Lake Resort – Kissimmee, FL

Join One of the Fastest-Growing Companies in Vacation Ownership!

At Capital Vacations, we're redefining the vacation ownership experience. As one of the fastest-growing companies in our industry, we take pride in delivering exceptional service and providing our members access to more than 90 internal club destinations and thousands of additional vacation options worldwide.

Our success is driven by our people. We foster a culture built on collaboration, accountability, professional growth, and a shared commitment to excellence. With competitive, industry-leading compensation opportunities and a rapidly expanding portfolio, Capital Vacations offers an exciting environment for motivated professionals looking to advance their careers.

The Opportunity

We are seeking a detail-oriented, customer-focused Quality Assurance (QA) Representative to join our Florida team, primarily based at Silver Lake Resort in Kissimmee.

As a Quality Assurance Representative, you will play an essential role in the vacation ownership sales process, ensuring contract accuracy, regulatory compliance, and an exceptional new-owner experience.

This position serves as a trusted point of contact during the closing process, guiding new owners through their purchase documentation, confirming their understanding of the terms, and ensuring every transaction is completed ethically, accurately, and professionally.

The ideal candidate combines strong communication skills, attention to detail, sound judgment, and the ability to create confidence and trust throughout the closing experience.

Key Responsibilities

Owner Experience & Contract Closings

• Conduct professional, informative contract closings with new vacation owners.
• Clearly explain purchase agreements, ownership benefits, financial obligations, and contract terms.
• Verify owner information and ensure all purchase documentation is accurate and complete.
• Deliver an exceptional customer experience that reinforces confidence in the purchase.
• Address owner questions, concerns, and potential misunderstandings with professionalism and transparency.

Quality Assurance & Compliance

• Review contracts and supporting documentation for accuracy, completeness, and compliance with company policies and applicable regulations.
• Identify and address discrepancies, omissions, or potential misrepresentations.
• Maintain the integrity of the Capital Vacations product and protect the interests of both owners and the company.
• Escalate compliance concerns and customer disputes to appropriate leadership.
• Partner with Sales Management to identify opportunities for coaching, training, and process improvements.

Contract Administration & Performance

• Prepare, organize, and process completed contract files for funding.
• Maintain accurate digital records, contract documentation, and QA recordings within established deadlines.
• Ensure required closing recordings are properly labeled, saved, and submitted according to company procedures.
• Manage cancellation requests professionally while exploring appropriate retention opportunities.
• Meet established departmental performance expectations, including closing productivity, documentation accuracy, and cancellation metrics.
• Support additional administrative and operational responsibilities as needed.

What We're Looking For

Previous sales experience in the vacation ownership or timeshare industry.

Strong customer service, communication, and relationship-building skills.

Exceptional attention to detail and the ability to identify and resolve discrepancies.

Confidence explaining contracts, financial terms, and complex information in a clear, professional manner.

Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Ability to work independently while collaborating effectively with Sales and Resort Leadership.

Proficiency in basic computer applications, data entry, and digital document management.

Professional demeanor, sound judgment, and a commitment to ethical business practices.

Current Notary Public commission with the ability to maintain active credentials.

High school diploma or GED required; relevant professional experience or additional education preferred.

Transferable experience is valued! Professionals with backgrounds in loan processing, mortgage closings, title services, contract administration, banking, financial services, or sales may bring valuable skills to this opportunity.

Work Location & Schedule

Primary Location: Silver Lake Resort – Kissimmee, Florida

Approximately 80% of time based at Silver Lake Resort.

Approximately 20% regional travel to Capital Vacations properties in Cocoa Beach, Daytona Beach, and Hollywood Beach.

Flexible availability, including weekends and holidays, as business needs require.

Additional hours or schedule adjustments may be necessary to support closing activity and operational deadlines.

Why Capital Vacations?

At Capital Vacations, you'll be part of a growing organization that values its people, celebrates performance, and creates opportunities for career development.

We offer a collaborative team environment, competitive compensation opportunities, exposure to multiple resort locations, and the chance to make a meaningful impact on the owner experience.

Join Capital Vacations and become part of a team committed to delivering exceptional vacation experiences while maintaining the highest standards of professionalism and integrity.