Quality Assurance Representative

Quality Assurance RepresentativeTravel + 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 SummaryThe 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 ResponsibilitiesResponsibilities include, but are not limited to: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% time)Other site duties as assigned by QA Manager (5% time)Travel RequirementsLess than 5% for Corporate and or BU MeetingsMinimum Requirements and QualificationsEducationBachelor Degree or equivalent combination of education and directly related experienceKnowledge and SkillsAbility to prioritize and organize tasksAbility to influenceExcellent verbal and written communication and interpersonal skillsAbility to manage concurrent assignments in an effective and efficient mannerStrong conflict management skillsExpert Contract Standards Expertise preferredTNL product knowledge expertise preferredTechnical SkillsTNL Product Knowledge, Workday courses, Sales Training relative to Quality AssuranceJob Experience1+ years Wyndham sales experience preferred1 year previous customer service experienceExperience equivalent to the education requirement may be accepted in lieu of the education requirement.ComplexityLevel of decision making authority: Works within guidelines established by QA Director and QA ManagerLevel 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/AScope/Financial Responsibility: Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling locationDirectly impact the results of the sales location through best practices for retentionDirectly impact the results of the site QA Team for retention and complianceDriving 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. Travel + Leisure Co. benefits include:MedicalDentalVisionFlexible spending accountsLife and accident coverageDisabilityDepending 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 choice401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)Legal and identify theft planVoluntary income protection benefitsWellness program (subject to provider availability)Employee Assistance ProgramWhere Memories Start with YouHospitality 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 View email address on click.appcast.io, including the title and location of the position for which you are applying.