Manager Quality Assurance

Hilton Grand Vacations is seeking an experienced and driven Quality Assurance Manager to lead, develop, and elevate our Quality Assurance team. This leadership role is responsible for ensuring operational excellence, maintaining compliance and quality standards, supporting revenue recognition processes, and creating a seamless customer experience throughout the sales journey.

This role will supervise team performance, training, and development while maintaining a critical communication link among Quality Assurance, Sales, Owner Services, Resort Operations, and other business partners. The ideal candidate is a collaborative leader who thrives in a fast-paced environment, gets results, and is passionate about developing high-performing teams.

• Annual salary pay range: $86,000- $94,000
• Medical, Dental, and Vision insurance from Day One
• Generous Paid Time Off Program including Paid Sick Days and Parental Leave
• 401k savings plan with company match, Life insurance, Company stock purchase program
• Tuition reimbursement for continuing education on job related degree and certification programs
• HGV provides access to outstanding Team Member benefits, discount travel programs and much more! Join HGV to access these premier benefit programs today!

What will I be doing

• Manage critical reporting functions, including Pender and Open Issue Reports, Buyers & Financial Commitment Reports, and PCC reporting.
• Validate and finalize sales transactions requiring Quality Assurance review for daily revenue recognition in designated areas.
• Coordinate Quality Assurance presentations to ensure consistency, customer experience excellence, and adherence to Hilton Grand Vacations standards.
• Support the sales process as needed through deeding, notarization, and post-sale follow-up activities.
• Proactively address office operational needs and implement solutions to minimize business disruptions.
• Meet with current owners at the Sales Gallery and resolve advanced concerns in a professional manner.
• Serve as a liaison between Quality Assurance and key business partners, including Owner Services, Sales, Resort Operations, Contracts Processing, and other departments.
• Lead and manage the performance of the Quality Assurance team, including Team Leads, Quality Assurance Managers, and Quality Assurance Coordinators.
• Conduct training and ongoing development programs for both Quality Assurance and Sales teams.
• Partner with Sales Training leadership to deliver integrated Sales and Quality Assurance training initiatives.
• Coordinate candidate interviews and present hiring recommendations to the Senior Manager.
• Complete annual performance evaluations, coaching discussions, and performance development plans.
• Facilitate regular team meetings to communicate business updates, priorities, and organizational changes.
• Create and maintain team schedules to support business needs and operational efficiency.
• Ensure payroll and attendance records are accurate and approve PTO requests through Oracle.
• Perform additional duties as assigned to support departmental and organizational objectives.

What are we looking for:

• High School Diploma or equivalent.
• Ability to acquire a Hawaii Notary License.
• Flexible schedule, including evenings, weekends, and holidays as business needs require.
• Minimum of 3 years of hospitality or customer service experience.
• Minimum of 3 years of Quality Assurance experience within the vacation ownership industry.
• Minimum of 2 years of supervisory experience.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
• Strong communication, coaching, organization, and problem-solving skills.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous training and development experience.
• Prior supervisory experience leading high-performing teams.
• Direct sales experience within the vacation ownership industry.
• Bachelor's degree (BA/BS).
• Valid Real Estate License.
• Valid Notary License.
• Managerial experience.

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.