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Quality Assurance Manager in Scottsdale, AZ at Diamond Resorts

Date Posted: 6/8/2018

Job Snapshot

Job Description

The Quality Assurance Manager (QAM) is responsible for directing and managing the Quality Assurance Representatives (QAR) at the site level, exhibiting the highest levels of integrity and performance contributing to Company profitability and customer satisfaction.

  • Manages QA teams to achieve and/or exceed retention and compliance goals.
  • Manages and evaluates individual QAR performance.
  • Establishes strong partnerships with Sales to accomplish program goals.
  • Performs all standard operating procedures (SOPs) to the highest standards.
  • Ensures team compliance to all duties.
  • Hires, trains, and evaluates QARs to successfully perform tasks.
  • Reviews and analyzes site rescission reports.
  • Partners with the Regional Quality Assurance Director (RQAD) and the site Vice President (VP) to maintain site retention and compliance targets.
  • Observes closings to assess QAR’s adherence to the department SOPs.
  • Conducts period performance reviews.
  • Coaches and creates action plans for the team to maintain satisfactory performance.
  • Ensures expeditious resolutions to customer inquiries and/or complaints.
  • Oversees automated clearing house (ACH) goals.
  • Manages follow-up programs for successful results.
  • Reports sales integrity violations to the RQAD and site VP providing resolutions for improvement.
  • Provides ongoing feedback and communication to the RQAD and site VP to improve poor performance and to acknowledge outstanding performance.
  • Performs duties of QARs as needed and performs other assigned tasks to promote high profitability and customer satisfaction beyond expectations.
  • Schedules regular team meetings to assess and evaluate team and program performance.
  • Oversees resolution of site recession and cancellation requests.
  • Formulates and review remediation plans.
  • Closes sales as needed.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned.
  • High School Diploma or equivalent.
  • A minimum (1) year of experience in the quality assurance and/or sales field required.
  • A minimum six (6) months of supervisory experience in the quality assurance and/or sales field required.
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff.  A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related.  Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. 
Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.  Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.   Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. 
Specific supervisory duties include, but are not limited to the following:
  • Determines and creates policies, procedures and manuals for direct reports.
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report’s performance.
  • Recruits, interviews, trains, disciplines, and terminates direct reports. 
  • Orientates and trains direct reports.
  • Approves time records and time off requests; submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provides assistance and support; maintains a positive and professional working environment.
  • Real Estate License, as required by state in which employed.
  • Notary License.
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
Specific skills and abilities include, but are not limited to the following:
  • Ability to drive results.
  • Keen understanding of sales process.
  • Ability to motivate and mentor others.
  • Ability to coach and train others.
  • Ability to accomplish goals with workforce diversities.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understands how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Performs well with frequent interruptions and/or distractions.
  • Basic math skills.