Director of Quality Assurance in Knoxville, TN by Bluegreen Vacations

Date Posted: 2/16/2021

Job Snapshot

Job Description

The Director of Quality Assurance Compliance & Training will be responsible for monitoring closings both remotely and at the site level to ensure compliance with all Bluegreen, legal and lending practices. The Director of Quality Assurance Compliance & Training will be responsible for providing ongoing training as well as constantly reviewing the closing process, recommending changes, monitoring cancel trends and testing new processes in an effort to ensure owners are comfortable with their purchase while also ensuring compliance and striving towards reduced rescissions. Additionally, this associate will work to ensure concerns are escalated and resolved in a timely fashion, reporting and analytics are provided on a weekly and ongoing basis, assist with the rollout of new products/processes and travel as needed for training purposes.

  • Ensure compliance with all Sales Integrity Policies by helping to track escalations, trends and patterns
    and ensuring we are consistent in our policies and procedures
  • Drive QA certification, recertification, cancellation rates and overall QA performance by communicating certification rates, aiding with developing QA contests, ensuring proper reporting/performance tracking and
    compliance with performance standards
  • Ensure QA certification tests and items are up to date and modified in a timely fashion as needed
  • Monitor/audit audio, video and live recordings to ensure compliance, verbiage and quality of QA associates
  • Make recommendations for ongoing improvement of the overall Sales & QA Processes
  • Provide OCI/Closing recaps to Director, National & VP team
  • Assist with new site start-up as well as standard training of new QA’s as needed
  • Ensure scripting and training are provided for new/modified processes, products or documents; Review QA scripting quarterly and recommend modifications as needed
  • Work to continue improving the transition from Sales to QA
  • Expand the existing QA Training Program to offer more enhanced/ongoing training including a more in-depth training plan and continued refinement of existing programs
  • Work closely with National Sales Trainers to ensure proper training of all QA’s as well as continuing to develop rebuttal training
  • Continue to develop scripting and closing processes that promote customer engagement and understanding while striving to reduce rescissions
  • Provide Weekly and Monthly OCI/QA Reviews to National team as well as members of the Executive Team
  • Be familiar with all lending, legal and internal policies and procedures to ensure compliance
  • Conduct monthly/as needed QA/QAM training/growth & development sessions to ensure communication is filtered down and to create an open environment for all QA/QAM associates
  • Assist with site-level audits as needed during site visits
  • Assist with other assignments and FSM rollouts as needed

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW  

Other details

  • Job Family Business Process/Service Quality
  • Job Function Bonus and Merit
  • Pay Type Salary
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  • Knoxville, TN, USA