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Quality Assurance Manager
2 months ago
The Office Administration Manager (Quality Assurance Manager) is responsible for and management of the Quality Assurance Specialist Team and ensuring that they are functioning as a closing officer and an extension of the sale, new and existing Owners are excited and understand all facets of their Bluegreen Ownership, including benefits of their Bluegreen ownership, as well as financial obligations.
The manager creates an Owner / Customer-centric culture in which guests are processed in a timely manner, closings are warm and inviting allowing the guest time to connect and relate to their Quality Assurance Specialist, as well ask any questions about their ownership, incentives, or other items of importance; follow up calls are attended to with a high level of urgency and contracts are accurate prior to the Owner leaving. Oversees and drives key company success factors such as; rescission, cash collection, pre-authorization checking enrollment and contract accuracy to ensure contracts are booked in the month written; keep follow up for documents to a minimum due to customer service and underlying cost impacts.
To manage the team successfully the manager must possess an extensive knowledge of Bluegreen products and offerings, the sales and Owner/customer journey, drive compliance for all Bluegreen, Lending, and Legal requirements, ensuring any deviations are escalated in a timely and accurate manner. This is a multi-task oriented position responsible for assisting the Director of Field Administration in overseeing and supervising the day-to-day operation of the Quality Assurance Specialists, including recruiting, training, scheduling, certification, and performance management. The Quality Assurance Manager also provides Sales support for the Front Line and In-House sales teams, including expediting paperwork quickly and efficiently, assisting in training sales team on new/existing processes, procedures and/or incentives. Creating a one team culture in an effort to drive a positive work environment, efficiency, profitability and engagement.
This position requires excellent customer service, ability to lead and mentor a team, organizational skills, computer literacy, depth of contract/product knowledge and attention to detail.
