Together, We Can.
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!
What are we looking for?
Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering dedication to innovation, quality, and continued growth. At the core of our company’s success are our Team Members. To fulfill this role effectively, you must possess the following minimum qualifications and experience:
- 2+ years of Hilton Grand Vacations experience and knowledge of QA/Sales Process, Systems and SOP’s
- History of delivering high quality customer service and achieving superior
- performance metrics
- Proven ability to de-escalate owner concerns
- Lead by example and take active ownership and accountability. Manages and
- applies knowledge.
- Detailed-oriented with strong analytical and problem-solving skills, strong ability to think strategically and analyze information timely and accurately, strong interpersonal communication skills to deal effectively with owners, guests and all levels of the organization.
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.
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
