QUALITY ASSURANCE MANAGER
- Employer
- Diamond Resorts
- Location
- Orlando, Florida
- Salary
- Open
- Posted
- Jan 22, 2015
- Closes
- Feb 09, 2015
- Industry
- Hospitality, Professional
- Category
- Communications, Management, Operations, Project Management
Join one of the fastest growing vacation ownership companies in the world,
Diamond Resorts International®
Just say YES to an Opportunity of a Lifetime!
Diamond Resorts International® offers:
Excellent Compensation Plan
Fantastic Employee Benefits after 30 days of hire
Company matching 401K
New Company Acquisitions worldwide
Resort Privilege Program (eligibility for travel discounts)
Career growth opportunities
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QUALITY ASSURANCE MANAGER
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SUMMARY:
The Quality Assurance Manager provides the checks and balances to the sales operations. The Manager closely monitors the sales operations to ensure brand compliance and sales presentation integrity. The Manager explains contracts to potential members at time of purchase. With a series of scripted questions, the Manager analyzes each client for purchase comfort level and full disclosure by the sales representative. Based on this analysis, the Manager decides if that the purchase will be considered good business for the day or if the deal will be made good at a later date after certain contingencies have been met. The Manager provides on-site support for the Sales department. The Manager minimizes loss of sales revenue due to cancellations or later defaults by providing extensive support to new members in the early phases of ownership and establishing firm customer relationship bonds for continued customer loyalty. The Manager effects retention of sales volume on sales generated at sales centers and contributes towards net sales volume revenues while maintaining high levels of customer satisfaction and allegiance.
RESPONSIBILITIES:
- Closely analyze each purchase for comfort level and full disclosure.
- Closely monitor the activities of the sales floor, their agents and managers.
- Become an expert in Diamond Resorts International® documentation to be able to completely explain details of contracts to potential owners.
- Communicate with Sales Managers and Sales Representatives.
- Communicate with clients to retain sales.
- Assume authority to determine if certain business will be placed on the books that day or held until later.
- Responsible for complying with all policies and procedures.
- Assume authority to take action and make decisions as they deal with contracts.
- Direct clerical personnel to assist in contract preparation and owner communication.
- Indirectly accountable for accuracy of contracts at time of signing to further the progress of the sale.
- Accountable for personally maintaining a net cancellation percentage on sales that meets or exceeds company standards.
- Provide superior customer service in accordance with the Company DRIven to Excellence standards.
- Consistently practice the Meaning of Yes® and maintain the highest standards of professionalism when interacting with fellow team members, management, owners, members and prospects.
- Operate office machinery (i.e., computer, copy machine, fax machine).
- Perform other duties as assigned.
QUALIFICATIONS:
- Required:
- Vacation ownership work experience.
- Computer proficiency in Microsoft Word, Excel and Outlook.
- Ability to lead and mentor a team.
- High School diploma, GED or equivalent.
- Licensing as required by state laws & regulations.
- Preferred:
- Sales experience.
- Customer service experience.
- Experience in preparing, reviewing and/or processing sales contracts.
SKILLS:
- Required:
- Ability to communicate clearly and persuasively in both verbal and written forms of English language.
- Ability to read, analyze and interpret general business periodicals, professional journals and government regulations.
- Ability to write reports, business correspondence and procedure manuals.
- Ability to perform basic math calculations with or without use of a calculator.
- Ability to calculate figures and amounts such as discounts, interest, commissions and percentages.
- Must have skills to defuse owner/member dissatisfaction and bring issues to a win-win outcome.
- Proficiency in timeshare financial and ownership documents.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Excellent customer service skills.
- Excellent interpersonal and communication skills.
- Time management; the ability to organize and manage multiple priorities.
- Problem analysis skills.
- Initiative and adaptability.
- Detail oriented.
- Preferred:
- Proficiency in timeshare financial and ownership documents.
- If you are passionate about providing a product that you believe in, then partner with a global leader in the hospitality industry and start delivering Vacations for Life® today!
- Diamond Resorts offers a very competitive benefits package and a FUN work environment!
- Just say YES to an Opportunity of a Lifetime!
Confidential Interviews will be arranged if required.
Equal Opportunity Employer
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