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Owner Onboarding (QA) Manager - Vacation Ownership Sales

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Owner Onboarding (QA) Manager - Vacation Ownership Sales

  • 300 N Atlantic Avenue, Daytona Beach, Florida, United States, 32118
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

 

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Quality Assurance Manager (Sales)

Summary

Quality Assurance Manager is responsible for leading the sales site QA Team that may consist of QA Lead and/or QA Officers.  The QAM provides leadership and document presentation training, performance reviews and development for the QA Team.  The QAM also partners with site leader and sales team to identify training opportunities for compliance and retention practices through direct observation, reporting and owner contact.  Communicates with the QA Program Manager regarding potential escalations, process improvement, and individual team member development and training opportunities. Works with QA Team and site leadership to ensure performance and compliance through the sales document process, customer service and training.  Also, completes Sales Document presentations as needed to support the business.

Essential Job Functions

Responsibilities include, but are not limited to:

Responsibility #1

Hire, train and manage staff and supervisors to reflect the Wyndham culture of Count on Me! service.  Responsible for coaching, motivating and developing team to achieve departmental goals within approved budget. (30% time)

Responsibility #2

Monitor staff work and track performance to maximize team effectiveness, development, and productivity.  Take appropriate corrective disciplinary action as necessary. Oversee performance review process and Payroll for the department. (30% time)

Responsibility #3

Develops and implements operational plans of action to maximize team effectiveness, productivity, retention and compliant sales and document presentations. (15% time)

Responsibility #4

Provide post-sale customer service for sales retention and compliance. Reward to incorporate “sales experience.” (10% time)

Performs other duties as needed

Travel Requirements

Less than 15% for Corporate and/or BU meetings.

Minimum Requirements and Qualifications

Education

  • Bachelor Degree or equivalent combination of education and directly related experience

Training requirements

  • WVO Product Knowledge, My Learning courses, Sales Training relative to Quality Assurance
  • Real estate training and or licensing where required by state

Knowledge and skills

  • Ability to prioritize and organize tasks required to manage team
  • Ability to influence
  • Demonstrated success within a leadership role and managing others
  • Excellent verbal and written communication and interpersonal skills
  • Ability to manage concurrent assignments in an effective and efficient manner
  • Strong conflict management skills.
  • Expert Contract Standards Expertise preferred
  • WVO product knowledge expertise preferred

Technical Skills

  • Basic computer skills, including Microsoft Word and Excel

Job experience

  • 3 years customer service experience required
  • 1-2 years of leadership experience
  • 1+ year training experience
  • 1+ years sales experience preferred
  • 1-2 years timeshare and/or real estate experience preferred
  • 2+ years WVO Sales experience preferred

Unless there is a legal requirement, experience will be accepted for the education requirement.

Complexity

Describe the following:

Level of decision making authority

  • Partners with QA Program Manager, Site Management, QA Team and sales teams to analyze retention results, identify areas of opportunity, and formulate action plans for improvement.
  • Works within guidelines established by Program Manager and Director.

Level of autonomy

  • A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.

The impact of his/her decision on the organization

  • Retention achievement adds revenue. Quality Assurance provides a vehicle of focus to attain this objective.  10% retention on $1,000,000 in sales = $100,000 saved revenue

Supervisory responsibility:

  • Directly supervises assigned QA Leads and Officers.

Scope/Financial Responsibility

  • Increase overall site retention and decrease overall sales compliance issues that can lead to reversal of money or missed budgets for selling location
  • Directly impact the results of the sales location through best practices for retention
  • Directly impact the results of the site QA Team for retention and compliance
  • Driving improvements to the following business metrics:
    • Rescission Rates
    • Sales Compliance
  • Net Sales (NOI)

Organizational Relationships

QA Manager is a direct report to QA Program Manager and Director.

Work Environment

Please include a detailed list of what equipment is used, purpose (e.g. computer, phone, etc.):

Computer, phone, copier, printer and other miscellaneous office equipment, etc.

It is critical to indicate any specific physical and/or intellectual activities that are necessary to successfully perform each essential job responsibility listed.

Please check off all physical demands of the position. The following definitions are to be used in completing the frequency of the Physical demands.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-27562

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