Quality Assurance Representative

JOB SUMMARY The Quality Assurance Representative (QAR) is responsible for presenting approved documents and materials to close a sale adhering to Diamond Resorts (DRI) policies and procedures, exhibiting the highest levels of integrity and performance contributing to Company profitability and customer satisfaction. ESSENTIAL JOB FUNCTIONS

• Presents all documents to close a sale.
• Responsible to achieve and/or exceed sales retention and compliance targets.
• Follows all quality assurance directives and standard operating procedures (SOPs).
• Maintains expert understanding of product and document knowledge.
• Achieves and/or exceeds follow-up and automated clearing house (ACH) goals.
• Partners with Sales for maximum effectiveness.
• Responds with urgency to customer rescission, cancellations and other requests.
• Resolves customer problems with successful outcomes.
• Communicates effectively with management to solve problems.
• Completes reports in a timely manner.
• Confers with supervisor for successful achievement of all program goals.
• Provides daily feedback to supervisors on program performance.
• Exhibits professionalism in actions and appearance.
• Acts as product knowledge expert.
• 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.

EDUCATION

• High School Diploma or equivalent.

EXPERIENCE

• A minimum of six (6) months of experience in the vacation ownership and/or sales field required.
• No supervisory experience required.

SUPERVISORY RESPONSIBILITIES

• This position does not include any supervisory responsibilities.

LICENSE & CERTIFICATIONS

• Real Estate License, as required by state in which employed.
• Notary License.

SKILLS & ABILITIES 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 accomplish goals with workforce diversities. 
• Computer proficiency in Microsoft Word, Excel and Outlook.
• 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.
• 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.

ADDITIONAL INFORMATION

Please note that Hilton Grand Vacations (HGV) acquired Diamond Resorts International (DRI) as ofAugust 02, 2021.If you apply to work at a Diamond Resorts company you will be an applicant of a subsidiary of HGV. A transition to HGV will occur as we integrate technology, systems and branding but it will take time until our separate operating systems, employment policies and benefits are fully integrated.As a result, for a period of time, employees will receive correspondence and messaging from Diamond Resorts as well as from HGV and related entities.