What are the responsibilities and job description for the Quality Assurance Representative position at Capital Vacations?
Capital Vacations is the fastest-growing company in our sector of the hospitality industry. We pride ourselves on delivering best-in-class service and providing access to over 90 internal club destinations, along with thousands of external vacation options. Our mission is simple: to provide quality, memorable vacations to our valued members and guests.
We are seeking dynamic, driven individuals to join our high-energy team. In return for your commitment to excellence, we offer industry-leading compensation plans, performance bonuses, and strong opportunities for growth.
Role Overview
The Quality Assurance (QA) Representative plays a critical role in the closing process by ensuring contract accuracy, maintaining product integrity, and delivering exceptional customer service.
In this position, you will review purchase details with new Owners, ethically explain all contract documentation, enforce proper sales compliance, and maintain low rescission (cancellation) rates. The ideal candidate ensures every new Owner leaves their presentation feeling confident, valued, and satisfied with their investment.
Key Responsibilities
Closing & Compliance
Required Education & Certifications
We are seeking dynamic, driven individuals to join our high-energy team. In return for your commitment to excellence, we offer industry-leading compensation plans, performance bonuses, and strong opportunities for growth.
Role Overview
The Quality Assurance (QA) Representative plays a critical role in the closing process by ensuring contract accuracy, maintaining product integrity, and delivering exceptional customer service.
In this position, you will review purchase details with new Owners, ethically explain all contract documentation, enforce proper sales compliance, and maintain low rescission (cancellation) rates. The ideal candidate ensures every new Owner leaves their presentation feeling confident, valued, and satisfied with their investment.
Key Responsibilities
Closing & Compliance
- Contract Execution: Conduct closing meetings with new Owners, explaining contract terms clearly, ethically, and in full compliance with state laws, timeshare regulations, and company policies.
- Accuracy & Quality Control: Verify all transaction documents for accuracy, checking meticulously for errors, omissions, or discrepancies.
- Notary Services: Execute official real estate and contract documentation as a commissioned notary.
- Compliance Oversight: Monitor sales practices to protect the company against misrepresentation. Report sales disputes and partner with site Sales Management to recommend corrective counseling, training, or disciplinary actions as needed.
- Owner Support: Provide premier customer service to Owners before, during, and after the legal cancellation window to build long-term satisfaction and trust.
- Cancellation Management: Handle walk-in and phone cancellation requests, actively working to retain Owners while following standard corporate cancellation procedures when retention is not possible.
- Digital Archiving: Download, label, and file QA audio recordings and closing documents within strict required timeframes (within 24 hours for onsite closings; 72 hours for roadshows).
- Performance Standards: Maintain required monthly closing percentages (within 10% of site average) and sustain a low net cancellation rate (target of 14% or below). Ensure zero contract suspensions.
- Roadshows & Office Support: Participate in regional roadshow events and assist with general office administration and contract processing as needed.
Required Education & Certifications
- Active State Real Estate License (Required)
- Active Notary Public Commission (or ability to obtain prior to start date)
- High School Diploma or GED (Associate's/Bachelor's degree preferred)
- 1–3 years of experience in Timeshare/Vacation Ownership Sales, Quality Assurance, or Real Estate Closings.
- Strong background in real estate documentation, title closing, loan processing, or contract administration.
- Proven track record of high closing retention and low cancellation rates.
- Excellent verbal and written communication skills with strong dispute-resolution abilities.
- High attention to detail, strong problem-solving capacity, and uncompromising ethical standards.
- Computer proficiency, fast typing speed, and digital file management skills.
- Flexibility: Must be willing to work flexible hours, including weekends, holidays, evenings, and on-call shifts to meet sales deadlines.
- Travel: Ability and willingness to travel for mandatory regional Road Shows.
- Base Pay Monthly Performance Tier Bonuses (tied to closing conversion, low rescission rates, and file compliance)
- Comprehensive benefits package (Medical, Dental, Vision, 401k)
- Resort discounts and employee vacation perks