Quality Assurance Specialist

We are seeking a detail-oriented and customer-focused Quality Assurance Specialist to join our team. This role plays a critical part in the post-sales process, ensuring all documentation is accurate, compliant, and clearly understood by new owners. The ideal candidate has strong administrative capabilities, excellent communication skills, and a passion for delivering outstanding customer experiences.

As part of the Quality Assurance team, you will engage directly with customers to review contracts, provide guidance, and support a seamless transition into ownership. This position requires strong problem-solving skills and the ability to collaborate cross-functionally with Sales and Hospitality teams.

As the Quality Assurance Specialist, you will be responsible for:

• Solidifies the new owner's sale by total contract review
• Ensures accurate signatures, notary and execution of purchase documents
• Ensures Vacation Counselors / Executive Consultants conduct follow-up efforts with owners.
• Assists with the administrative duties of the QAM department.
• Maintains a high standard of customer service throughout the resort.
• Ensures new and current owners understand documents and ownership
• Help owners feel comfortable about their purchase and if need be, help book soft reservations for them before they are in the system
• Make sure current owners who have questions have their answers, or at least find the answers for them and point them in the right direction (i.e. payoff information, help with on-line assistance)
• Assist with supply and inventory management to ensure we have all the necessary materials to complete daily tasks
• Review document change bulletins from legal or Club information and ensures the department has the most recent materials
• Be available for calls and participates in different conference calls to help with efficiency (i.e. owner referral, Portfolio Services)

To fulfill this role successfully, you must possess the following minimum qualifications and experience:

• High school Diploma/GED
• Strong customer service and interpersonal communication skills
• Administrative experience with high attention to detail
• Ability to manage multiple priorities and resolve complex customer issues
• Flexibility to work varied schedules, including evenings, weekends, and holidays
• Basic technical proficiency and comfort using systems and tools

Preferred Qualifications:

• Timeshare or vacation ownership sales experience
• Quality Assurance or compliance experience in a sales environment
• Experience using CRM platforms (e.g., Salesforce or similar)
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)

When you join Hilton Grand Vacations, you join a group of Team Members dedicated to helping Owners and Guests around the world make every vacation they take a memorable one. Hilton Grand Vacations is a leading vacation ownership company bringing our Guests vacation dreams to life.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.