Job Description

The Assistant Manager supports the daily operations, training, and development of the Quality Assurance team while ensuring contract accuracy, exceptional customer service, and operational excellence. This role is responsible for coaching team members, leading onboarding and training initiatives, monitoring performance, supporting Quality Assurance closing processes, and partnering with Sales and other business teams to deliver a seamless customer experience in accordance with HGV standards of integrity, quality and service.

Key Responsibilities

• Lead, coach, and develop Quality Assurance team members through training, performance feedback, and ongoing support.
• Facilitate onboarding and continuous training on Quality Assurance processes, closing procedures, contract reviews, and customer service standards with.
• Monitor team productivity, quality results, attendance, and scheduling to ensure operational effectiveness.
• Review contracts and documentation for accuracy, completeness, and compliance with HGV standards.
• Partner with Sales, Contracts Processing, Owner Services, and other departments to resolve issues and support successful transaction completion.
• Track operational reports, identify trends, and implement coaching or process improvements as needed.
• Conduct Quality Assurance closings and support escalated customer concerns when necessary.
• Serve as a subject matter expert on Quality Assurance procedures, closing requirements, and best practices.

Qualifications

• Demonstrated leadership, coaching, and employee development experience.
• Strong training and presentation skills with the ability to facilitate learning for new and existing team members.
• Knowledge of contract review, quality assurance processes, and operational workflows.
• Excellent communication, customer service, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in reporting, performance tracking, and process improvement initiatives.

What You'll Bring

• Passion for developing talent and driving team performance.
• Commitment to delivering exceptional customer experiences.
• Ability to build strong cross-functional partnerships and influence positive business outcomes.
• Focus on accuracy, operational excellence, and continuous improvement.