Asst Manager Quality Assurance - Non Comp at Hilton Grand Vacations

United States

<p><span style="font-family: Calibri, sans-serif;">The Assistant Manager supports the daily operations, training, and development of the Quality Assurance team while ensuring contract accuracy, exceptional customer service, and operational excellence. This role is responsible for coaching team members, leading onboarding and training initiatives, monitoring performance, supporting Quality Assurance closing processes, and partnering with Sales and other business teams to deliver a seamless customer experience in accordance with HGV standards of integrity, quality and service.</span></p> <h3>Responsibilities</h3><p><span style="font-family: Calibri, sans-serif;"><strong>Key Responsibilities</strong></span></p><ul style="list-style-type: disc;"><li><span style="font-family: Calibri, sans-serif;">Lead, coach, and develop Quality Assurance team members through training, performance feedback, and ongoing support.</span></li><li><span style="font-family: Calibri, sans-serif;">Facilitate onboarding and continuous training on Quality Assurance processes, closing procedures, contract reviews, and customer service standards with.</span></li><li><span style="font-family: Calibri, sans-serif;">Monitor team productivity, quality results, attendance, and scheduling to ensure operational effectiveness.</span></li><li><span style="font-family: Calibri, sans-serif;">Review contracts and documentation for accuracy, completeness, and compliance with HGV standards.</span></li><li><span style="font-family: Calibri, sans-serif;">Partner with Sales, Contracts Processing, Owner Services, and other departments to resolve issues and support successful transaction completion.</span></li><li><span style="font-family: Calibri, sans-serif;">Track operational reports, identify trends, and implement coaching or process improvements as needed.</span></li><li><span style="font-family: Calibri, sans-serif;">Conduct Quality Assurance closings and support escalated customer concerns when necessary.</span></li><li><span style="font-family: Calibri, sans-serif;">Serve as a subject matter expert on Quality Assurance procedures, closing requirements, and best practices.</span></li></ul> <h3>Qualifications</h3><p><span style="font-family: Calibri, sans-serif;"><strong>Qualifications</strong></span></p><ul style="list-style-type: disc;"><li><span style="font-family: Calibri, sans-serif;">Demonstrated leadership, coaching, and employee development experience.</span></li><li><span style="font-family: Calibri, sans-serif;">Strong training and presentation skills with the ability to facilitate learning for new and existing team members.</span></li><li><span style="font-family: Calibri, sans-serif;">Knowledge of contract review, quality assurance processes, and operational workflows.</span></li><li><span style="font-family: Calibri, sans-serif;">Excellent communication, customer service, and problem-solving skills.</span></li><li><span style="font-family: Calibri, sans-serif;">Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.</span></li><li><span style="font-family: Calibri, sans-serif;">Proficiency in reporting, performance tracking, and process improvement initiatives.</span></li></ul><p><span style="font-family: Calibri, sans-serif;"><strong>What You'll Bring</strong></span></p><ul style="list-style-type: disc;"><li><span style="font-family: Calibri, sans-serif;">Passion for developing talent and driving team performance.</span></li><li><span style="font-family: Calibri, sans-serif;">Commitment to delivering exceptional customer experiences.</span></li><li><span style="font-family: Calibri, sans-serif;">Ability to build strong cross-functional partnerships and influence positive business outcomes.</span></li><li><span style="font-family: Calibri, sans-serif;">Focus on accuracy, operational excellence, and continuous improvement.</span></li></ul><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p>