Quality Assurance Officer

Company Description
A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

Job Description
The Officer–Quality Assurance and Administration is responsible for conducting a complete Quality Assurance overview of our Club application process, from application initiation to contract closure. This involves addressing post-sale concerns, responding to questions, and providing a thorough verification and acknowledgment overview of the pertinent facts related to applicant obligations, and ensuring accurate completion of all company and/or governmental documents governing new applicants, including points application forms and instalment payment contracts.

The goal is to ensure that applicants' concerns are addressed and by the end of the process they have a clear understanding of their obligations, fostering comfort with their decision.

Further responsibilities include contract creation and related tasks, and other administration & operational duties.

Flexibility is essential as the role may involve taking on additional duties to contribute to the overall efficient and effective operation of the business.

Key Responsibilities:

• Conduct a complete 'Quality Assurance' overview ensuring any concerns, issues etc. are fully addressed and the applicant is fully satisfied and comfortable with their decision apply to join Anantara Vacation Club.
• Obtain signatures from the applicants on the required documentation, ensuring accuracy and authenticity of the signatures.
• Maintain regular contact with applicants as the primary point of contact within AVC, ensuring contract closure is on schedule and obtaining any required documents or information promptly.
• Respond to and manage applicant concerns or complaints in collaboration with relevant departments before contract closure to secure the deal.
• Process cancellations promptly if it is confirmed the applicant will not proceed with the application.
• Maintain and distribute the live contract status report to the management of respective sites daily and respond to queries appropriately.
• Actively monitor preview presentation integrity, reporting any deviations to the Director of Preview Centre for corrective action.
• Communicate closely with other departments and business units regarding contract readiness, cancellation status, and credit reviews.
• Assist Associates in adhering to company policies, governmental compliance, and maintaining a professional image, reporting any breaches to management.
• Manage post-contract closure complaints efficiently, coordinating with the team to address the applicant's concerns promptly and accurately.

Provide operational and administrative support in accordance with directives set by management

Qualifications

• Excellent written and oral communicative skill in English and Mandarin. (specify other language if applicable)
• Excellent listening skills
• Comprehensive knowledge of the AVC product, including being fully conversant with all Club documents & agreements (disclosure statement, reservation guidelines etc.).
• A high level of attention to detail in relation to documentation and numeracy.
• Negotiation and persuasion techniques.
• Patience and understanding, especially with any language related barriers.
• Basic understanding of loan financing.
• The ability to identify issues, investigate problems, and propose effective solutions.

Education &/or Experience:

• Bachelor's degree or higher
• Previous experience relating to quality assurance, contract creation/management, administration and/or compliance, preferably with a hospitality or customer service orientated business is desirable.
• Finance background is desirable.