Quality Assurance Coordinator

  • Bangkok, Thailand
  • Full-time
  • Company Location: Anantara Vacation Club Corporate Office, Bangkok

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

Include the following. 

  • The custodian of the Quality Assurance Complaints and Cancellation Resolutions Log 
  • The ability to monitor and handle all escalated complaints/cancellation requests directed from corporate departments (Club Services & Financial Services) within the first 12 months of ownership. 
  • All issues to be logged, classified and monitored to ensure prompt response and action has occurred by preview centres. 
  • Actively monitor the complaints on a daily basis and ensure adequate detail is recorded and given by all departmental areas involved in the process. 
  • Adapt the role and be proactive with our IT team to consolidate the efficient use of applications at our disposal. Example being applications such as SPI, ARM, Salesforce, phone systems etc.  
  • Ensure integrity and transparency of the quality assurance process between all departments 
  • Streamlining efficiencies and developing strong process with policies and procedures. 
  • Constant communication required on daily basis with all Quality Assurance Officers and Preview Leaders  
  • Quality Assurance SOP’s and policies are being followed. 
  • Provide regularly update and recommendations to the Regional Manager of Quality Assurance with the relevant information and ongoing feedback on the performance and issues concerning the operation and effectiveness of the Quality Assurance function at Preview Centre 
  • Promote good working relationships between Preview Centre and all other AVC departments ensuring clear lines of communication are maintained.  
  • Assist Regional Manager with product education and training to all Quality Assurance staff. Vital that key information from corporate office cascades down to Quality Assurance Teams 
  • Additional training emphasis to involve regularly working with other key areas of the business such as Club Services, Financials Services and Preview Centres.  
  • Quality Assurance SOP’s and policies are being followed. 
  • Ability to conduct Phone QA as and if required 
  • Will assist with other brief tasks and assignments as and if required.  

 

KEY PERFORMANCE INDICATORS: 
 

  • The accuracy and ability to monitor issues on the Quality Assurance Complaints/Cancellation Resolutions Log 
  • Timely resolution of cases within established timeframes - Average Days to close 
  • Provide key information to key stakeholders: o Weekly/Monthly Reporting o Complaints data o Average Days to close to assess QA performance at  preview centres 
  • Control, monitor and improve the quality of the Resolution template being received from Corporate and Preview Centres 
  • Ensure Quality Assurance SOP’s and policies are being followed. 
  • Assist with Credit Policy and initiatives to fine tune credit and management requirements 

Qualifications

EDUCATION AND/OR EXPERIENCE:   
 

  • A minimum of 3 years’ experience in the Shared Ownership selling profession, and/or two years’ experience in the direct selling profession
  • Tertiary or University education desirable, though not an essential requirement
  • Previous experience in an administrative and supervisory capacity preferably with a hospitality – customer service orientated business is desirable

 
 

SKILLS / ABILITIES:  
 
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: 
 

  • Strong Leadership Skills 
  • Excellent written and oral communicative, verbal and non-verbal listening skills,  
  • Mandatory English skills. Additional Chinese &/Or Thai skills highly looked upon  
  • Knowledge and application of AVC’s sales methodology 
  • Comprehensive knowledge of the AVC product, including being fully Conversant with all Club (Rules & Regulations, reservation guidelines etc.) documents & agreements 
  • Meticulous administrative skills  
  • Positive and enthusiastic attitude, 
  • Presents a professional and knowledgeable image
  • Persuasive techniques
  • Patience and understanding, especially with any language related barriers
  • Accuracy in detail in relation to documentation and numeracy
  • Understanding of any lender financing facilities,  
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