Quality Assurance Specialist

Job Description

We are seeking a detail-oriented and customer-focused Quality Assurance Specialist to join our team. This role plays a critical part in the post-sales process, ensuring all documentation is accurate, compliant, and clearly understood by new owners. The ideal candidate has strong administrative capabilities, excellent communication skills, and a passion for delivering exceptional customer experiences.

As part of the Quality Assurance team, you will engage directly with customers to review contracts, provide guidance, and support a seamless transition into ownership. This position requires strong problem-solving skills and the ability to collaborate cross-functionally with Sales and Hospitality teams.

When you join Hilton Grand Vacations, you become part of a global team dedicated to creating memorable vacation experiences for our owners and guests.

• Competitive compensation with uncapped commission potential
• Comprehensive healthcare (medical, dental, vision)
• Paid Time Off (PTO)
• Retirement savings plan with automatic enrollment
• Career growth and development opportunities

Equal Employment Opportunity Statement:
Hilton Grand Vacations is an equal opportunity employer and values diversity in the workplace. We do not discriminate against any applicant or team member based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are committed to providing reasonable accommodations for individuals with disabilities throughout the application and employment process.

Responsibilities

• Serve as the primary point of contact for new owners during the post-sale and follow-up process
• Review and explain contracts, closing documents, and ownership details to ensure customer understanding and compliance
• Conduct proactive follow-up with new owners to reduce cancellations and contract rescissions
• Assist owners with reservations and provide guidance on ownership benefits and usage
• Collaborate with Sales and Hospitality teams to ensure a seamless customer experience
• Resolve complex customer service issues efficiently and professionally
• Provide technical support and guidance related to vacation ownership products and services
• Maintain accurate records and documentation within CRM systems

Qualifications

Required:

• Strong customer service and interpersonal communication skills
• Administrative experience with high attention to detail
• Ability to manage multiple priorities and resolve complex customer issues
• Flexibility to work varied schedules, including evenings, weekends, and holidays
• Basic technical proficiency and comfort using systems and tools

Preferred:

• Timeshare or vacation ownership sales experience
• Quality Assurance or compliance experience in a sales environment
• Experience using CRM platforms (e.g., Salesforce or similar)
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)