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Field Administration - Mgr, Quality Assurance Sls

Field Administration - Mgr, Quality Assurance Sls

Bluegreen VacationsSt. Pete Beach, FL
30+ days ago
Job description

Job Description

As a Bluegreen Vacations  Quality Assurance Manager , you are part of a rapidly expanding sales team which markets and sells a variety of vacation experiences. We are the official vacation ownership provider for Bass Pro Shops & Choice Hotels®.

The Quality Assurance Manager is a multi-task-oriented position responsible for assisting the Director of Field Administration in overseeing and supervising the day-to-day operation of the Quality Assurance Specialists along with training and performance management. The Quality Assurance Manager also provides Sales support for the Front Line and In-House teams. This position requires excellent customer service, ability to lead and mentor a team, organizational skills, computer literacy, depth of contract / product knowledge and attention to detail. All responsibilities are to be accomplished while upholding and exhibiting our  core values : customer obsession, excellence, surprise and delight, innovation, simplicity, integrity, trust, agility.

Responsibilities :

  • Responsible for recruiting, training, coaching, and performance managing a team of Quality Assurance Specialists.
  • QA Manager is responsible and held accountable for their assigned team's performance from Medallia, Contract Errors, PAC, TP PAC, Cancellation Percentages, retention of associates as well as other assigned goals.
  • Provide on-going development of the QAS to ensure excellent customer service is provided by adhering to closing requirements and proper product knowledge.
  • Ensure compliance with established policies, procedures, and systems.
  • Work closely with the Sales Management team to ensure smooth transition of guest from TO / BBB Rep to QAS.
  • Ensure all QAS's are following scripts as outlined.
  • Provide Sales support and assist in answering questions from DOS, In-House Manager, and Inventory Specialist.
  • Responsible for handling escalated customer service issues.
  • Ensures closings and contract data entry goals are met.
  • Should have an ongoing desire to grow with the company and be able to relocate

Requirements :

  • High School Diploma or equivalent (G.E.D). College preferred.
  • Six months’ hands on computer experience, one-year general office experience or relevant courses. Must be a quick learner, friendly, and able to connect with different personality types to facilitate a connection with new owners.
  • MS Office, Outlook, Word, Excel and Synergy, Internet Explorer, SPI, LSAMS, AS, good overall computer literacy and written / verbal communication skills. Knowledge of Bluegreen product line, exchange affiliations, benefits, and basic sales training essential.
  • Must have good interpersonal skills and maintain a professional yet friendly attitude in an often highly paced and pressured sales environment. Attention to detail, follow up skills, and strong work ethic are essential.