Director, Quality Assurance Training & Certification

At Hilton Grand Vacations our goal is to make someone’s day, every day. We work in an exciting and energetic environment where we help our guests enjoy life at its best by sending them to new corners of the world and giving them more time to reconnect. Discover the happiness of delivering lasting memories and showing our guests how grand life can be.

As the Director, Quality Assurance Training & Certification, you will be responsible for developing and implementing comprehensive training programs that strictly adhere to national guidelines and standards. You will play a key role in improving the skills and knowledge of both new and existing Quality Assurance Specialists (QAS), ensuring they are equipped to deliver world-class service. This role requires a proven track record in compliance, training, and process improvement.

Conduct in person and virtual training of new and existing Quality Assurance Specialists

• Develop and deliver training sessions that cover all aspects of the QA process including Sales Integrity, Customer Experience, contract documents, product knowledge, and systems.
• Promote Hilton Grand Vacations’ culture and reputation by setting clear expectations for presentation, appearance, and communication standards.
• Build and update training materials for new and existing programs, ensuring they align with national QA Certification Guidelines.
• Ensure training guidelines are consistent from location to location and in accordance with national scripting, compliance and certification guidelines
• Stay knowledgeable about the Hilton Grand Vacations Product, including basic ownership, Premier Levels, Maintenance Fees, Travelers Plus, and additional benefits.
• Educate Quality Assurance Specialists on the importance of Sales Integrity and adherence to company standards.
• Collaborate with the Director and Leadership team to create weekly training sessions for small groups. Topics will be based on trends found in the Master Sales Escalation Log, Core Cancellations, and Associate Feedback/Requests.
• Conduct targeted training sessions to address specific areas for improvement.
• Assist with Core testing as needed
• Other items as assigned by Director/leadership

Why do Team Members Like Working for us?

HGV is now offering first day benefits to new employees!

• Competitive earnings package
• Excellent health care options (medical, dental, and vision that encourage preventative care)
• Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
• All new Team Members are automatically enrolled in the HGV Retirement Savings Plan
• Our Go Hilton Team Member Travel Program offers accommodations at deeply discounted rates and 50% off at participating hotel-operated restaurants. Pass the savings on to family and friends since HGV allows you to share additional discounted room nights.
• And so much more!