Quality Assurance Representative

Wyndham Vacation Resorts, Inc; United States; On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401k with employer match

Paid time off

Job summary

Travel + Leisure Co. is seeking a Quality Assurance Representative to support owner onboarding and deliver sales document presentations. You will educate owners on club products and assist with post-sale customer service to enhance retention and compliance.

The role involves coordinating educational sessions, identifying training opportunities, and collaborating with QA leadership to drive service quality goals across the resort network.

Qualifications

• Bachelor degree or equivalent combination of education and directly related experience.
• Excellent verbal and written communication and interpersonal skills.
• Ability to manage concurrent assignments in an effective and efficient manner.

Responsibilities

• 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 private sessions or group settings on club products and how to maximize vacation ownership.
• Identify and communicate patterns, trends, training opportunities and compliance concerns to QA Manager.
• Provide training for the sales team in product knowledge, sales document content, and sales compliance as needed.
• Coordinate the logistics and reporting for educational events & materials with marketing, sales and resort teams.

Skills

Communication

Time management

Interpersonal skills

Conflict management

Attention to detail

Education

Bachelor degree or equivalent

Tools

Workday courses

Sales Training

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

• 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% of 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.

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

Travel + Leisure Co. benefits include:

• 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 employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.