Quality Assurance Manager- Wyndham Vacation Ownership - South Florida - Pompano Beach FL

Hotels Clubs and Spas
Other Department
Department Head
Americas North and South
Salary Description:
Wyndham Worldwide
Job Ref:

Quality Assurance Manager- Wyndham Vacation Ownership - South Florida - Pompano Beach FL
01 Nov 2016

Wyndham Vacation Ownership is the world's largest vacation ownership company with an impressive list of world-renowned destinations - 190 + and access to 4000 other properties around the world. We've grown and excelled by remaining true to our corporate values of integrity, accountability and exceptional customer service. It is the strong values and Count On Me! service promise of being respectful, being responsive and delivering great experiences exhibited by our team that continues to set us apart from the rest. Summary Quality Assurance Manager is responsible for managing the sales site QA Team that may consist of QA Lead and/or QA Officers. The QAM provides training, performance reviews and development for the QA Team. The QAM also partners with site leader and sasles team to identify training opportunities for compliance and retention practices through direct observation, reporting and owner contact. Communicates with the QA Program Manager regarding potential escalations, process improvement and individual team member development and training opportunities. Essential Job Functions Work with QA Team and site leadership to maintain rescission and compliance through the sales document process, customer service and training. Also, completes Sales Document presentations as needed to support the business. # Responsibility % 1 Monitor, observe, train and update QA Team, site management and sales on compliance, document changes and product updates 40% 2 Communicate patterns, trends, training opportunities and compliance concerns to QA Program Manager and site management 25% 3 Other site duties as assigned by QA Program Manager 15% 4 Review and complete legal and sales related documents with owners 10% 5 Provide post-sale customer service for sales retention and compliance 10% Non-Essential Job Functions These are functions which are ancillary to the job, and may be assigned to others if necessary. Most functions that account for only a small part of the job are considered non-essential. - Complete weekly and monthly reports for rescission and compliance - Complete owner follow up after the sale Scope/Financial Responsibility This position has several quantifiable measures to define the value of the position: - 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 Travel Requirements Describe the travel requirements of the job (frequency, distance, and purpose) - Less than 5% for Corporate and/or BU meetings Competencies Building Trust - Develops and champions team to foster open communication - Behaves consistently with organizational vision and values - Demonstrates personal accountability and holds other accountable - Develops and promotes organizational values of trust and accountability - Develops relationships with site leadership and sales. Communication - Creates a sense of excitement and commitment around the message being communicated - Delivers message from Management precisely and clearly. - Models an open and honest communication style to create an environment of empowerment - Communicates in a timely manner - Presents arguments clearly - Consults all stakeholders prior to communication - Fosters open communication and candid discussions with QA Team, Site Management and QA Program manager Count On Me! - Creates a customer-focused environment - Develops and strengthens customer relationships and loyalty - Establishes business direction taking into account customer's long-term and short-term needs - Establishes structures to systematically captures the voice of the customer - Recognizes unspoken customer needs and identifies opportunities to create new value for customers - Becomes a critical element of the customer's value chain & decision making process Driving Results - Sets goals and measures for team and site performance - Obtains and assigns the right resources to the right tasks in order to achieve desired results - Adjusts course of action based on changed priorities - Holds people accountable for results - Delegates with appropriate guidance to enable decision making by team members Innovation - Thinks strategically to capitalize on opportunities and new trends before being driven to do so by need - Creates opportunities and leads change - Utilizes matrix and alliance organizations as a strategic resource - Views opportunities in terms of their potential long term impact on the organization - Encourages innovation and creativity within the team - Establishes plans to make the transition - Clarifies what will and will not change in making the transition - Motivates others to change by demonstrating own changed behavior - Provides direction to team members on roles and responsibilities within change initiative - Involves people in planning the change impacting them - Establishes structures and support systems to sustain the change Leadership Effectiveness - Establishes clear objectives for the team aligned to the organizational strategies. - Maintains positive attitude at moments of stress and positively influences others' attitudes - Reinforces the existence of a common vision within the team, generating compromise and enthusiasm in the projects and assigned objectives - Provides empowerment - Is a mentor to direct reports to enhance potential skills or address development opportunities; provides timely and behaviorally specific feedback. - Creates a cross-training or rotation program among positions within department to broaden people's experience and create a team atmosphere. - Recruits right talent for the team - Aligns and mobilizes the organization with a set of common goals - Develops a formal/informal communication system for sharing information - Engages and empowers team members to make them feel strong and important

- Supports team priorities over personal priorities when necessary
Valuing Diversity - Seeks ways a more diverse workforce will help the organization or department become more competitive for the future
Minimum Requirements and Qualifications State the specific levels of the following that are needed to perform the minimum duties of the position. (e.g. college degree, 3-5 years public accounting experience, CPA) a) Education - Bachelor Degree or equivalent combination of education and directly related experience b) Training requirements - WVO Product Knowledge, My Learning courses, Sales Training relative to Quality Assurance c) Knowledge and skills (e.g. demonstrated ability to work under pressure, or possesses good written and oral communication skills) - Ability to prioritize and organize tasks required to manage team - Ability to influence - Experience within a leadership role and managing others - Excellent communication and interpersonal skills - Ability to manage concurrent assignments in an effective and efficient manner - Strong conflict management skills. - Basic computer skills - Excellent verbal and written communication skills, including Microsoft Word and Excel - Expert Contract Standards Expertise preferred - WVO product knowledge expertise preferred d) Technical Skills - Computer Skills e) Job experience (number of years, type/level of previous experience) - 1+ years QA experience, 3+ years QA experience preferred - 1+ years sales experience - 1+ year training experience - 2+ years WVO Sales experience preferred Unless there is a legal requirement, experience will be accepted for the education requirement. Complexity Describe the following: a) Level of decision making authority - Partners with QA Program Manager, Site Management, QA Team and sales teams to analyze retention results identify areas of opportunity and formulate action plans for improvement. - Works within guidelines established by Program Manager and Director. b) Level of autonomy: - A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision. c) The impact of his/her decision on the organization: - Retention achievement adds revenue. Quality Assurance provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue d) Supervisory responsibility: - Oversees assigned QA Leads and Officers Organizational Relationships QA Manager is a direct report to QA Program Manager and Director

Contact Details:
Wyndham Worldwide
Tel: .
Contact: HR Department

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