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Quality Assurance Officer in Daytona Beach, FL at Diamond Resorts

Date Posted: 2/12/2018

Job Snapshot

Job Description

JOB SUMMARY    
Under general supervision, the Quality Assurance Officer provides the checks and balances to the sales operations by ensuring brand compliance and sales presentation integrity while minimizing the loss of sales revenue from cancellations or defaults by providing extensive support to new members in the early phase of ownership and establishing firm customer satisfaction for continued customer loyalty and commitment.
ESSENTIAL JOB FUNCTIONS
  • Closely analyze each purchase for comfort level and full disclosure.
  • Closely monitor the activities of the sales floor, their agents and managers.
  • Be knowledgeable in THE Club® & Interval International policies as they relate to member/owner benefits and responsibilities.
  • Effectively and professionally represent the company in telephone and in-person communications with members, owners, and guests.
  • Effectively explain details of sales contracts to potential owners.
  • Monitor all collateral material for brand compliance.
  • Resolve customer and THE Club® member complaints.
  • Direct administrative team members to assist in contract preparation and owner communication.
  • Responsible for the accuracy of contracts at the time of signing to further the progress of the sale. 
  • Responsible for personally maintaining a net cancellation percentage on sales that meets or exceeds company and/or site standards.
  • Responsible for completing all required Company trainings and compliance courses as assigned.
  • Adhere to Company standards and maintains compliance with all policies and procedures.
  • Perform other related duties as assigned.
EDUCATION
  • High School Diploma or equivalent.
EXPERIENCE
  • A minimum of six (6) months of experience is required.
  • No supervisory experience required.
SUPERVISORY RESPONSIBILITIES
  • This position does not include supervisory responsibilities.
LICENSE & CERTIFICATIONS
  • Real Estate License, as required by state law.
  • Notary License.
SKILLS & ABILITIES
This position requires the ability to understand and follow both oral and written instruction as well as have knowledge of and properly use Standard English and follow 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 read, analyze and interpret general business periodicals, professional journals and government regulations. 
  • Proficiency in financial and vacation ownership documents.
  • Must have skills to defuse owner/member dissatisfaction and bring issues to a favorable outcome.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Must be able to work a flexible schedule: including nights, weekends, holidays, approved overtime and alternative schedules or shifts as requested by Management.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Ability to operate general office machinery (i.e. computer, copy machine, fax machine, etc.).
  • Excellent customer service skills.
  • Excellent time management skills, including the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Ability to establish and maintain cooperative working relationships with internal and external customers.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong analytical and problem solving skills.
  • Performs well with frequent interruptions and/or distractions.
  • Ability to do basic math calculations with or without the use of a calculator.