Quality Assurance Officer - HVO

Job Summary

This position will be responsible for:

• Analyzing and applying Company processes, policies, and standards to ensure customers close the purchase process with a firm and accurate understanding of the product purchased and its terms. 
• Ensuring customers are provided with all required contract, disclosure, and informational materials, and that these materials are thoroughly communicated, prepared, and processed properly. 
• Auditing video and audio recordings of sales processes with reporting to Supervisor of any items potentially falling below the Company’s quality assurance standards or policies.
• Functioning as a resource regarding Company products and processes and contact point for customers until the purchase and points transfer process is complete. 
• Other tasks, as needed, supporting the closing, quality assurance, contract creation, and/or sales support processes. 

Responsibilities

• Meet and actively engage with customers to present the contract and related documents to ensure they have a firm and accurate understanding of the product purchased and its terms and conditions, that the product purchased fulfills the customer’s needs, and that the purchase process has adhered to all Company policies and business guidelines. 
• Possess (or demonstrate strong potential to develop) a deep understanding of the closing paperwork and processes, quality assurance processes, and contract creation and sales processes, for at least one sales center site.  In addition, possess (or demonstrate strong potential to develop) a deep understanding of the Company’s training materials, policies, products and programs, and draw from and analytically apply this knowledge to address all questions raised by customers during and after the closing process. 
• Convey to customers this position’s function as a knowledgeable contact point throughout the purchase process. 
• Collaborate with Sales, Contracts, Underwriting, and other departments to ensure uniform messaging to customers and deliver a smooth and efficient closing experience, including collaboration with different levels of employees within other departments where necessary. 
• Promptly and thoughtfully respond to customer inquiries in a customer-friendly manner and proactively seek resolution to customer inquiries or challenges, including developing tailored solutions that align with the Company operations and values. 
• Examine all closing materials, including the contract documents, in advance of meeting with customers, to ensure all materials have been properly prepared and minimize delay in the closing process. 
• Analyze all closing materials after meeting with customers to ensure accuracy and completeness prior to sending it to the Contracts department for processing. 
• Notarize documents, as needed. 
• Ensure customers complete the closing process with all necessary paperwork and information. 
• Actively participate in all department training sessions and support trainers, as needed.
• Provide feedback to the department management team, particularly as related to potential quality assurance challenges or opportunities to improve processes and assist in developing further business operations where applicable. 
• Authenticate that the sales presentations leading to closings comply with the Company’s training, policies, and values.
• Audit video and audio recordings to guide determinations of any coaching or corrective actions needed.
• Document quality assurance standards and procedures, and collaborate with or support other quality assurance teams, such as Welk Resolution Center, to ensure the Company’s quality assurance and customer service standards are met.
• Monitor and report on quality assurance and Sales performance at select sites.
• Assist with contract creation processes, as needed.
• All other duties as assigned that are of a similar nature to the other job duties and responsibilities. 
• Must be comfortable with, and display the ability to exercise independent, sound judgment for a substantial portion of all work duties, with limited supervision. 
• Follow all Company and department training, values, policies, and procedures.
• Adhere to the attendance policy and report to workstation at scheduled times. 
• Strive to continually improve product knowledge and presentation skills; strive to continually improve in all areas of responsibility. 

Specific Candidate Profile

Education/Experience

• Bachelor’s degree (or equivalent). 
• At least 1 year of experience in the Company’s QA/VLO department or in a Quality Assurance role similar to this position, Vacation Ownership Sales, or other sales environment.
• Demonstrates strong product and program knowledge, and strong understanding of how to respond to customer questions in a positive, customer-friendly manner.
• Consistent record of good customer service, participation in training, and solid performance in QA/VLO role.
• Consistent record of working independently and bringing recommendations/ideas to the team.
• Notary license preferred.
• Proficient in Word, Excel, and Microsoft Office.
• High level of integrity and unwavering ethics.

Technical Skills & Attributes

• Strong interpersonal skills and enjoys dealing with customers. 
• Strong organization, planning, and time management skills. 
• Good analytical skills. 
• Good ability to multi-task. 
• High attention to detail. 
• Professional verbal and written communication skills. 
• Positive culture builder and ability to operate effectively in a team environment. 

Compensation Range $26.00 - $26.50 an hour

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.