Lead Quality Assurance Officer

Job Description

Job Description

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

COMPANY BENEFITS:

•Growth Opportunities
•401K
•Comprehensive Benefits – Health, Dental and Vision Plans.
•EAP – Employee Assistance Program
•PTO - Paid Time Off
•Discounts through IHG including additional discounted employee benefits through our company Perks website
•Tuition Reimbursement & Continuing Education Courses
•Outstanding Company Culture

Holiday Inn Club Vacations operates a Quality Assurance department within Sales Operations. The employees in this department, the Quality Assurance Officers (QAOs), provide specialized administrative support to the Sales departments. The primary function of the Quality Assurance Officer is to reduce the number of completed sales that result in rescission or default. In order to accomplish this broad objective, QAOs are required to undertake a variety of special assignments and tasks and to use their discretion to resolve purchasers’ issues, concerns, and questions.

ESSENTIAL DUTIES AND TASKS:

• Executes proper communication with all Holiday Inn Club Vacations affiliated departments, management and HCV owners.
• Confirms sales and verifies contracts for HICV sales.
• Handles walk-in cancellations and owner cancellation calls; rewrites sales and assist QAOs with mail out process in order to recover lost business.
• Assist the manager on site with:

  Training and coaching

  Generating QAO schedule

  Updating Contract hold reports

  Conduct 60 day ride evaluations

  Assist team with correspondence from owners requests

  Assist team in attempting to save a sale when presenting with a cancelation

  Provide timely requests for collateral materials inventory

QUALIFICATIONS:

• Must be process oriented with attention to detail

• Self-directed and independent with projects but works as a team player
• Excellent customer service skills
• Strong oral and written communication skills
• Strong work ethic and a high energy level
• Strong administrative, organization, and planning skills