Quality Assurance Executive in Singapore Regional Office at Marriott Vacations Worldwide

Date Posted: 6/25/2019

Job Snapshot

Job Description

JOB SUMMARY

The Quality Assurance Executive (QAE) primary responsibility is to oversee the completion of sales operations, execute the proper documentation of contracts and ensuring integrity is maintained with the sales presentation, and the after processes. On an operational basis, the manager carries out the button up of contracts or authorizing the Quality Assurance Officer or Sales Executive/ Assistant Sales Manager to do the same. On the back end, the QAE assists the sales operations by providing solutions for escalated cases, make requests for pre-usages of membership when required, and assist in any probable cancellation of a new member when it is beyond the QAO/SE/ASM, as the final person before making an executive decision.

The second responsibility is to manage and support the sales operations by providing exceptional member care and service to members, and bringing to task any prolong shortcomings in any individual. On occasions, the QAE may need to assist sales operations in the education of members which may include completing reservations for the New Member, meeting 1 on 1, delivering Member Seminars, and being a point of contact for the New Member until they are comfortable.

CORE WORK ACTIVITIES

  1. Overseeing sales operations for contracts, while maintaining MVCI 'Culture of Excellence' in all facets of the Service Delivery process and adhering the highest level of integrity at all times.
  2. Ensure the accurate completion of all purchase and finance (if applicable) documentation and that the New Member is provided with all required documentation along with a New Membership kit,
  3. Initiate contact with the New Member after rescission and be their primary point of contact within MVC AP through that sale closing date to ensure sale closure is on schedule, and that any incomplete or additional documents, further deposits etc. and/or information is obtained in a timely manner in order to finalize the purchase
  4. Manage unclosed ageing contracts and with NOA to assign associate point persons to liaise with members in aiding to close contracts.
  5. Prior to sale closure, provide further assistance, additional information and reassurance in order to the New Member should they experience post sale remorse, in order to keep the sale secured,
  6. In cooperation with Customer Relations and Finance Department, process any rescissions, once you are satisfied the sale will not proceed, in a timely fashion,
  7. Conduct on a regular basis 'ongoing training and updates sessions' for all Gallery Sales Associates ensuring they are kept up to date with new procedures etc.,
  8. Maintain close communications with the Local and Corporate Customer Administration Department in relation to New Members in terms of sales ready to close, rescission statuses, switches etc.,
  9. Maintain a log in respect to all pertinent New Member activities including welcome emails/calls, paper submissions, contract events, and contact history,
  10. Advise the Sales Manager, DOS or PD daily of any processed rescissions, sales closure statuses etc.,
  11. Assist the Gallery Sales Management in ensuring all Gallery Associates adhere to all Company and any Governmental compliance requirements, general MVC AP policies and procedures and specifically all sales departmental related policies and best practises and that all Sales Gallery Associates act, at all times to ensure the 'Guest Experience' and the integrity of the 'Marriott' brand name are not compromised, ensuring all Gallery Associates represent the company in an ethical, moral and professional manner at all times,
  12. Respond to and manage in a timely manner any Guest concerns or complaints in conjunction with any relevant departments i.e. Marketing, Customer Delivery etc.,
  13. Promote good working relationships between your Sales Gallery and all other departments within MVC AP ensuring clear lines of communication are maintained. In particular, assisting to ensure that all Gallery Associates are fully supportive of the company's marketing programs,
  14. Managing and authorizing the proper use of the Member Expense Claim for escalated member cases.
CANDIDATE PROFILE
  • Diploma/Degree/Professional Qualification
  • Fluent in English (written and spoken) and other languages (Malay and Mandarin) skill is an advantage.(in order to liaise with Malay and Mandarin speaking guests)
  • Previous experience in an administrative and supervisory capacity preferably with hospitality
  • Supervisory capacity preferably with hospitality
  • Customer service oriented
  • Good Communication Skills
  • A team player with ability to collaborate with functional departments and external partners
  • Motivated self-starter, resourceful and independent
  • Good problem-solving skills
  • Well-organised and capable of managing multiple priorities effectively
  • Strong business integrity and holds sensitive information in confidence
  • Understands and possesses the ability to work in a multi-cultural environment
  • Proficient in Microsoft Office applications, especially excel.
  • Candidate must be comfortable to work on mid-week days (late afternoons and evenings) as well as both weekend days