Lead Quality Assurance

The Lead Quality Assurance Specialist is responsible for day-to-day guidance and support for the QA Team. The Lead will work closely with the QA Manager to develop the QA Specialists and ensure consistent practices within the QA department.

HERE'S WHY YOU'LL LOVE IT HERE!
We offer an excellent benefits package to our full-time Team Members that include:

• Salary range: $43.00 per hour
• Medical, Dental, and Vision insurance from Day One
• Financial Wellness - 401k plan with company match, Life insurance, Company stock purchase program
• HGV provides access to outstanding Team Member benefits, discount travel programs and much more! Join HGV to access these premier benefit programs today!
• Generous Paid Time Off Program
• Paid Sick Days
• Team Member Recognition and numerous learning and advancement opportunities
• and more!

HGV was awarded four out of five stars for fostering a culture of work-life balance and family-friendly benefits and is one of Newsweek's "America's Greatest Workplaces for Parents & Families." Over the past 30 years, the highest honor we’ve received is the continued loyalty of our Owners, Members and Guests. We’ve also earned accolades for the remarkable work of our dedicated Team Members throughout our resorts, call centers and corporate offices.

As a Lead Quality Assurance Specialist, you will be responsible for:

• Supervise, focus, and drive team engagement and maintain positive morale
• Monitor USB inventory and office supplies
• Sustain a deep familiarity with both HGV legal documents and HGV Club product
• Develop, coach, and assist in training QA team on proper document procedures
• Conduct trainings for QA teams and Sales
• Lead QA Performance regarding critical metrics
• Solidify sales that need to be recognized for daily revenue for areas in which other QAs do not have access
• Handle end of day pender to suspense process to ensure accurate volume recognition
• Run pending contracts, contracts in suspense and aging reports
• Lead Team’s Post-Sale follow up (perform owner follow-up on all outstanding files until closing)
• Assist the sales process by conducting face to face sessions with new clients
• Generate reports and documents by using HGV software and system programs
• Review documents for accuracy and coordinate with Contracts Processing office
• Review real estate documents with clients
• Answer owner’s questions and be prepared to overcome any objections
• Notarize documents and assist with the deeding process
• Prepare business letters as needed to communicate HGV related information to clients
• Ensure scheduled contract payments are processed or being followed up on
• Use the internal processing system (Chorus) and responsible for recognizing daily revenue
• Maintain and work a Pender and Issues Report
• Assist QAs with handling cancellation letters and assist the sales team in retaining the sale
• Provide high level of customer service for internal and external customers
• Lead QA presentation -focused on customer experience, consistency, and HGV standards
• Assist owners in obtaining any documentation, information and/or monies needed to process the sale.
• Mobile notary process to ensure efficient completion.
• Review mail outs for accuracy prior to being uploaded to mobile notary service website.
• Review completed documents prior to being mailed back by mobile notary service
• Establish a relationship and be the liaison with Sales, Contracts Processing, SGC and other departments as needed to identify improvements through process reviews
• Collaborate with Sales Trainer to continue integrated Sales/QA training to solidify presentation (within compliance guidelines)
• Partner with Sales Leadership with elevated rewards membership, anti-recession program and FDI exception process
• Assist with various projects and programs for QA dept
• Additional duties assigned by Management, as needed, to further business objectives

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• Minimum of 2 years of experience in hospitality or customer service
• Minimum of 2 years of Quality Assurance experience in the vacation ownership industry
• Proficient with Microsoft Office including Word, Excel, and Outlook
• High School Diploma or equivalent
• Able to work flexible schedules including mornings, evenings, weekends and holidays

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous training and development experience
• Prior supervisory experience
• Experience in direct sales within the vacation ownership industry
• BA/BS/bachelor's degree
• Current Notary Public 

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.