Quality Assurance Trainer in Knoxville, TN by Bluegreen Vacations

Date Posted: 10/8/2021

Job Snapshot

Job Description

The Candidate considered for this position is preferred to relocate to Knoxville, TN. Other considerations may include: Las Vegas, Orlando or Myrtle Beach. 

The Quality Assurance Trainer will aid the leadership team in ensuring that QAS’s are trained in a consistent, efficient, and timely manner with a clear focus on the Customer Experience, Sales Integrity, and the QA Certification process.
 

The trainer will be responsible for training efforts cross all assigned Sales locations to ensure new and existing QAS’s are trained on all aspects of the QA process including, but not limited to, Sales Integrity, Customer Experience, contract documents including presentation of documents, product knowledge, systems and all Sales/QA processes.
 

The trainer must possess a strong track record of integrity, compliance, cancellation rates and contract efficiencies. This associate will conduct both in person and virtual training, as well as offer recommendations and support for improving and enhancing the existing processes. Trainer will ensure national initiatives & processes are carried forward and consistent across all sales locations.
 

  Specific Duties, Activities & Responsibilities

  • Conduct in person and virtual training of new and existing Quality Assurance Specialists
  • Ensure training guidelines are consistent from location to location and in accordance with national scripting, compliance, and certification guidelines
  • Promote the Bluegreen culture and reputation in the marketplace by ensuring QAS’s are aware of expectations in presentation, appearance, and communication
  • Assist with the creation of training materials for new or revised programs, as well as ongoing development of national training and QA Certification Guidelines
  • Maintain a deep knowledge of the Bluegreen Product including all areas of basic ownership, Premier Levels, Maintenance Fees, Travelers Plus and all added benefits including but not limited to, Choice, Grand Yacht Club and RCI
  • Ensure a positive onboarding experience for associates by offering more hands-on support to new QAS’s
  • Assist with reporting and oversight of QAS’s needing recertification, in an effort to retain talent
  • Ensure a full understanding and positive presentation of Sales Integrity, Navigating the Road to Success and Minimum Standards as part of training
  • Must possess the ability to identify and train associates in areas of conflict resolution for misrepresentation/misunderstanding and the appropriate process to escalate matters when required
  • Assist QAS’s with obtaining licenses where applicable ensuring they are scheduled for any classes, testing, etc.
  • Work with Director and Leadership team to develop weekly small group training sessions on specific topics based on trends within the Master Sales Escalation Log, Core Cancellations and Associate Feedback/Requests
  • Assist with Core testing as needed
  • Offer site coverage and support as needed
  • Other items as assigned by Director/leadership

  Minimum Formal Education:

  • High school diploma or equivalent required.

  Minimum Experience:

  • 2+ years of Bluegreen 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

Essential Training, Knowledge, Licenses and /or Certifications:

  • Knowledge of company philosophy and processes for providing premium
  • customer service. This includes owner needs assessment, meeting quality
  • standards for performance, and evaluation of customer satisfaction.
  • Must have the ability to bring immediate credibility to the department through
  • professional qualifications and skills, as well as project the highest
  • level of integrity  
  • Ability to effectively communicate and show the drive for
  • results.
  • Empower QA’s and thereby owners through education
  • Builds and fosters positive working relationships with peers, owners, and other Bluegreen departments
  • Displays strong business acumen with the ability to add value
  • Lead by example and take active ownership and accountability. Manages and
  • applies knowledge.
  • Must possess previous experience of successfully servicing Bluegreen Owners.
  • Comprehensive and current or up-to-the-minute product knowledge
  • Must be a self-starter, be motivated with the ability to motivate others, have
  • excellent interpersonal skills, and have the energy, ambition, and drive to
  • succeed.
  • Must possess excellent communication skills, both verbally and written

Essential Professional Skills/Competencies:

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.



At Bluegreen Vacations, the health, safety and wellbeing of our associates, owners and guests are a top priority. In order to comply with state and local COVID-19 mandates, and in alignment with the most recent CDC guidelines, we have implemented various safety protocols within our operations, such as wearing masks and conducting temperature checks and health screenings for our associates. We promote fresh air and good hygiene, take great care to properly clean and sanitize our facilities, and offer associate benefits such as paid vacation and sick time, and paid time off to get your COVID-19 vaccine. We are all in this together!

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 Merit Only
  • Pay Type Salary