Quality Assurance Representative

Wyndham; San Antonio (TX); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with employer match

Job summary

Travel + Leisure Co. in the United States (San Antonio) seeks a Quality Assurance Representative to support owner onboarding and sales document presentations. You will educate owners, provide feedback to improve rescission and compliance, and train sales teams to maintain high quality service standards.

Join a team that balances proactive and reactive work to ensure owner satisfaction and consistent outcomes. You will collaborate with QA leadership to drive trainings and site improvements.

Qualifications

• Bachelor Degree or equivalent combination of education and directly related experience.
• Experience with quality assurance in sales or onboarding processes is a plus.
• Familiarity with club products and education delivery is preferred.

Responsibilities

• Review and complete legal and sales-related documents with owners following established guidelines.
• Provide owner education through curricula in private or group settings about club products and vacation ownership.
• Identify patterns and training opportunities for QA and compliance.
• Train the sales team on product knowledge, document content, and compliance as needed.
• Coordinate logistics and reporting for educational events and materials with marketing, sales, and resort teams.
• Perform other site duties as assigned by QA Manager.

Skills

Prioritization & organization

Influence

Verbal & written communication

Multitasking

Conflict management

Contract standards knowledge

TNL product knowledge

Education

Bachelor degree or equivalent

Tools

Workday

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Job Summary

The Quality Assurance Representative serves as a catalyst for the owner onboarding experience. The QA Representative works to deliver sales document presentations for new and existing owner purchases as well as provides customer support through onsite education and services for club products, follow up process and site customer contact. The Quality Assurance Representative also provides feedback to Quality Assurance Manager from document closing and sales presentation observations to identifying training opportunities. The QA Representative will balance proactive efforts with owners as well as reactive work to ensure owner satisfaction with purchases and ensuring quality service standards, goals, and objectives are met consistently. The QA Representative works with QA Manager to provide training for sales that will help meet and improve on rescission and compliance goals.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

• Review and Complete legal and sales related documents with owners following established process/guidelines (50% time)
• Provide Owner Education to owners through topic curriculum in a private one on one setting or group education sessions on all aspects of the club products and offer guidance in maximizing their vacation ownership. These sessions can aid in post-sale customer service for sales retention and compliance (25% of time)
• Identify and communicate patterns, trends, training opportunities and compliance concerns to QA Manager (10% of time)
• Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed (5% of time)
• Coordinates the logistics and reporting functions for all educational events & materials, collaborates with in house marketing, sales and resort team to optimize educational session attendance (5% of time)
• Other site duties as assigned by QA Manager (5% time)

Travel Requirements

Less than 5% for Corporate and or BU Meetings

Minimum Requirements and Qualifications

Education

Bachelor Degree or equivalent combination of education and directly related experience

Knowledge and Skills

• Ability to prioritize and organize tasks
• Ability to influence
• Excellent verbal and written communication and interpersonal skills
• Ability to manage concurrent assignments in an effective and efficient manner
• Strong conflict management skills
• Expert Contract Standards Expertise preferred
• TNL product knowledge expertise preferred

Technical Skills

• TNL Product Knowledge, Workday courses, Sales Training relative to Quality Assurance

Job Experience

• 1+ years Wyndham sales experience preferred
• 1 year previous customer service experience
• Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Complexity

Level of decision making authority:

Works within guidelines established by QA Director and QA Manager

Level of autonomy:

A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.

Impact of incumbent's decisions on the organization:

Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue.

Supervisory Responsibility:

N/A

Scope/Financial Responsibility:

Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location
Directly impact the results of the sales location through best practices for retention
Directly impact the results of the site QA Team for retention and compliance
Driving improvements to the following business metrics (Rescission Rates,
Sales Compliance, Net Sales, NPS/OE Scores)

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with em