Manager, Quality Assurance, Virtual Sales

We Put the World on Vacation

Travel + Leisure Co. is the world's leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Job Summary

The Quality Assurance Manager is responsible for leading the virtual sales Quality Assurance Team. The Quality Assurance Manager provides leadership and document presentation training, performance reviews and development for the Team. The Quality Assurance Manager also partners with leaders and sales team to identify training opportunities for compliance and retention best practices through direct observation, reporting and owner contact. Communicates with the Director of Owner Onboarding regarding potential escalations, process improvement, and individual team member development and training opportunities. Works with the Quality Assurance Team and site leadership to ensure performance and compliance through the sales document process, customer service and training. Also, completes Owner Certification presentations as needed to support the business along with audit of Certification process with Quality Assurance Team.

How You'll Shine

Responsibilities include, but are not limited to:

• Hire, train and manage team to reflect the Travel and Leisure culture of Lead with the Heart initiative. Responsible for coaching, motivating and developing team to achieve departmental goals and rescission targets.
• Monitor team 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. Monitor and inspect all work related courses are up to date.
• Develops and implements operational plans of action through our OKR (Objectives Key Results) to maximize team effectiveness, productivity, retention and compliant sales and document presentations.
• Provide post-sale customer service for sales retention and compliance to deliver exceptional OE and Guest Service Scores.
• Effectively partners, creates value added solutions/initiatives and collaborates with Director of Owner Onboarding
• Collaborate with Sales Leaders to curate and maintain innovative, relevant content in GRYPP to enhance sales presentations and engagement.

What You'll Bring

• Ability to prioritize and organize tasks
• Ability to influence
• 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
• T+L product knowledge expertise preferred
• Ability to establish immediate relationships with internal and external departments
• Basic computer skills, including Microsoft Word and Excel along with Microsoft Power Point and Teams.

Job Experience

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

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Travel + Leisure Co. benefits include:

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you'll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what's next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications 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@travelandleisure.com, including the title and location of the position for which you are applying.