Quality Assurance Officer MandarinCantonese English speaking

Essential Duties & Responsibilities:

Include the following. Other duties may be assigned. 

• Conduct a complete Quality Assurance and Owner Understanding and Acknowledgement  overview with the new Owner ensuring any concerns issues etc are fully addressed and the Owner is fully satisfied and comfortable with their decision to enter into a purchase arrangement for Anantara Vacation Club Points       

• Ensure the accuracy of all purchase and finance installment (if applicable) documentation and that the new Owner is provided with all required documentation along with a new Owners kit

• Maintain contact with the new Owner and be their primary point of contact within AVC prior to the sale closing date to ensure sale closure is on schedule and that any incomplete or additional documents further deposits etc and/or information is obtained in a timely manner in order to finalize the purchase     

• Prior to sale closure provide assistance additional information and reassurance to the new Owner should they experience post sale remorse in order to keep the sale secured

• Process any rescissions once you are satisfied the sale will not proceed in a timely fashion

• Conduct post sale procedures documentation follow up training during the training induction period for all new Sales Executives

• Conduct on a regular basis ongoing training and updates sessions for all Gallery Sales Associates ensuring they are kept up to date in relation to post sale preclosing new procedures etc

• Actively monitor that the integrity of the sales presentation is not compromised deviated from or distorted reporting immediately to the Quality Assurance Manager any incorrect or inappropriate information that may be being presented whether through a genuine misunderstanding or otherwise so that the appropriate corrective and/or disciplinary  action is taken           

• Maintain close communications with the Corporate Contracts Administration Department in relation to new Owners in terms of sales ready to close rescission statuses etc

• Maintain a log in respect to all new Owners Welcome follow up calls by Sales executives and advise sales management of any lapses

• Advise the Quality Assurance Manager daily of any processed rescissions pending sales and sales closure statuses etc        

• Assist the Gallery Sales Administration Management in ensuring all Gallery Associates adhere to all Company and any Governmental compliance requirements general AVC policies and procedures and that all Sales Gallery Associates act at all times to ensure the Guest Experience and the integrity of the Anantara brand name are not compromised ensuring all Gallery Associates represent the company in an ethical moral and professional manner at all times 

• Respond to and manage in a timely manner any Guest concerns or complaints in conjunction with any relevant departments i.e. Marketing Club Services etc.

• Regularly update the Quality Assurance Manager with any relevant information and ongoing feedback on the performance and any other issues concerning the operation and effectiveness of the Quality Assurance function of the Sales Gallery

• Promote good working relationships between your Sales Gallery and all other departments within AVC ensuring clear lines of communication are maintained.

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Qualifications :

Skills / Abilities:

To perform this position successfully an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge skill and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Excellent written and oral communicative verbal and non verbal listening skills
• Knowledge and application of AVCs sales methodology
• Comprehensive knowledge of the AVC product including being fully

conversant with all Club (Rules & Regulations reservation guidelines etc) documents & agreements 

• Positive and enthusiastic attitude
• Presents a professional and knowledgeable image
• Persuasive techniques
• Patience and understanding especially with any language related barriers
• Accuracy in detail in relation to documentation and numeracy
• Understanding of any lender financing facilities

Remote Work :

No

Employment Type :

Fulltime