Quality Assurance Manager- National Harbor

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

Quality Assurance Manager- National Harbor
15 Nov 2016

Quality Assurance Manager Wyndham Vacation Ownership is the world's largest vacation ownership company with an impressive list of world-renowned destinations. 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. The Quality Assurance Manager is responsible for supporting the sales effort by assisting in generating revenue and increasing the retention of sales while staying in compliance with all Company Policies, Business Rules and Government Requirements, and in a manner which results in satisfied owners. Position is also responsible for the oversight of accurate completion of all required Sales documents ensuring compliance with all Company Policies and Government Requirements. And last, position upholds outstanding customer service levels and supports the sales effort to the fullest while staying in compliance. KEY RESPONSIBLITES: - Review and complete legal and sales related documents w/ owners - Observing, training and updating QA Team and sales floor on compliance and document information - Provide Customer service by phone, email etc., to owners - Communicating patterns/plans of action/compliance concerns to site management - Extra site duties i.e. back up SME/contracts, team scheduling, team meetings, team evaluations/coaching, etc ... ESSENTIAL DUTIES AND RESPONSIBILITIES: This is not inclusive of all duties, just the essential functions of the position. Other duties may be assigned. - Strategize with Project Director to identify and implement methods that increase retention rates. - Responsible for overseeing the accurate completion of all required contractual documents, Owner documents and/or Governmental Agency requirements. - Increase retention by overseeing and personally following up on outstanding contracts - Ensure compliance with Company Policies and Governmental Agency requirements. - Oversee that the sales staff ensures Owner understanding of Company and Government required documents. Assist Owner's in understanding the Policies and Procedures of Skyline Atlantic City. - Provide Owners with the highest level of customer service possible. Be a point of contact for Owners that have not transmitted into the system and assist them promptly and thoroughly with any questions, concerns and/or reservation requests... - Assist Project Director in training staff to assure understanding and adherence to Business rules and Sales Compliance Policies. - Advise Project Director of incorrect or inappropriate information being presented to the owners and/or new Owners. Assist Project Director in the training and correction of these issues. - Responsible for working with Project Director to ensure that all Sales misrepresentation issues are answered and resolved with Consumer Affairs in a timely manner. - Work with Contract Processing, Consumer Finance and Owner Services to resolve all Owner contract issues such as\: incomplete Owner information/paperwork, Suspense Logs, and/or Legal or contractual disputes. Process all rescissions in a timely manner consistent with Company Policy. - Function as the site contact for all Corporate and Regional communication coming into the site. - Actively participate in daily Sales Meetings and attend Sales Training/Functions. - Audit Sales reporting for accuracy and keep Project Director appraised of current status in a timely fashion. - Function as the main point of contact with the Sales Staff with Payroll issues. - Work with the Office Administrator to audit Commissions and resolve issues before Payroll deadlines. - Research any Compensation issues in CSS to the best of your ability. - Work with Office Administrator to communicate any issues that need correction to Regional Payroll Supervisor. - Assist Company/Region/Project Director in hitting Sales goals by\: - Working the site pending portfolio to complete down payments ahead of schedule. - Work on getting replacement funds for down payment defaults. - Retrieve necessary information/documents/signatures to transmit contracts that are in suspense. - Function as the site contact for all customer service training, and as needed, other training. - Represent the Company in a highly professional manner at all times. - Responsible for supervising Upgrade Quality Assurance Representatives. This includes training, evaluating and monitoring employee performance. Responsible for training other Sales Staff to complete contractual paperwork as needed. SKILLS AND ABILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities necessary to perform these duties successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

- Possesses strong business acumen and business sense.
- Demonstrates flexibility and adaptability. Handles day-to-day challenges confidently and willing to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
- Detail-oriented.
- Ability to manage multiple tasks with the appropriate sense of urgency.
- Hands-on positive work ethic. Leads for results and success, persists despite obstacles and opposition. Committed to organizational goals.
- Fosters open communication. Provides timely, high-quality information up and down the Organization.
- Keen ability to interact with clients at all levels of the Organization.
- Excellent presentation, oral, written and interpersonal skills needed.
- Energetic, results-oriented professional
- Must have effective manager-level communication skills.

EDUCATION AND/OR EXPERIENCE: Minimum requirements necessary for this position:

- Minimum 1 year Wyndham Vacation Ownership Sales, Quality Assurance, or Sales Administration experience or minimum 2 years experience as a Quality Assurance Representative for another timeshare company.
- Must obtain Maryland Real Estate License.

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

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