Assistant Manager, Quality Assurance
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Job Description
Assistant Quality Assurance Manager leading training, contract accuracy, and performance for HGV’s Quality Assurance team. Supporting seamless customer transactions and operational excellence remotely.
Responsibilities:
- Support the daily operations, training, and development of the Quality Assurance team
- Lead, coach, and develop team members through training, performance feedback, and ongoing support
- Facilitate onboarding and continuous training on Quality Assurance processes, closing procedures, contract reviews, and customer service standards
- Monitor team productivity, quality results, attendance, and scheduling to ensure operational effectiveness
- Review contracts and documentation for accuracy, completeness, and compliance with HGV standards
- Partner with Sales, Contracts Processing, Owner Services, and other departments to resolve issues and support successful transaction completion
- Track operational reports, identify trends, and implement coaching or process improvements as needed
- Conduct Quality Assurance closings and support escalated customer concerns when necessary
- Serve as a subject matter expert on Quality Assurance procedures, closing requirements, and best practices
- Deliver exceptional customer service and operational excellence in accordance with HGV standards of integrity, quality, and service
Requirements:
- Demonstrated leadership, coaching, and employee development experience
- Strong training and presentation skills with the ability to facilitate learning for new and existing team members
- Knowledge of contract review, quality assurance processes, and operational workflows
- Excellent communication, customer service, and problem-solving skills
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Proficiency in reporting, performance tracking, and process improvement initiatives
- Passion for developing talent and driving team performance
- Commitment to delivering exceptional customer experiences
- Ability to build strong cross-functional partnerships and influence positive business outcomes
- Focus on accuracy, operational excellence, and continuous improvement
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