The
Regional QA Manager is responsible for overseeing Quality Assurance operations across multiple resort and sales locations within an assigned region. This leadership role ensures compliance with company policies, regulatory standards, and ethical sales practices while maintaining exceptional owner satisfaction and protecting the integrity of Capital Vacations ownership.
This position partners closely with Regional Sales and Marketing Leadership to drive accountability, minimize cancellations, mitigate risk, and elevate overall performance standards.
Key ResponsibilitiesRegional Oversight & Leadership
- Provide strategic direction and oversight to on-site QA Managers and QA teams across multiple locations.
- Train, mentor, and develop QA leadership to ensure consistent performance and compliance standards.
- Conduct regular site visits, audits, and performance reviews.
- Establish accountability measures and corrective action plans where needed.
Compliance & Risk Management
- Ensure adherence to all company policies, state regulations, and timeshare closing procedures.
- Protect the organization from misrepresentation and compliance violations.
- Investigate escalated client disputes and misrepresentation concerns.
- Partner with Legal and Executive Leadership when necessary.
Sales & Operational Alignment
- Collaborate with Regional Sales and Marketing Leaders to maintain acceptable cancellation rates and achieve company targets.
- Monitor performance metrics including net cancellation rate, closing percentages, and rescission trends.
- Provide strategic recommendations to improve sales quality and customer satisfaction.
Contract & Administrative Oversight
- Ensure contract accuracy, funding readiness, and compliance documentation across all regional sites.
- Oversee equity reports, credit applications, and contract processing standards.
- Maintain reporting accuracy and distribute regional performance reports to executive leadership.
Customer Experience Excellence
- Ensure QA teams deliver exceptional service during closings.
- Promote owner confidence before, during, and after the rescission period.
- Implement best practices to enhance the owner onboarding experience.
Performance & Budget Management
- Partner with site leadership to maintain operational budgets within acceptable standards.
- Identify trends and implement proactive solutions to reduce financial exposure.
Who Choose Capital Vacations?
- Competitive Compensation Package with performance-based incentives
- Leadership Growth & Career Advancement Opportunities
- Comprehensive Benefits including medical, dental, vision, company-paid life insurance, and 401(k)
- Travel Opportunities within assigned region
- Supportive, high-performance culture focused on results and integrity
Who We're Looking For
We are seeking a strong, strategic leader who:
- Has a deep understanding of Timeshare QA, compliance, and closing processes
- Demonstrates strong regional leadership and team development skills
- Thrives in a fast-paced, multi-site operational environment
- Has exceptional analytical, problem-solving, and conflict resolution abilities
- Communicates effectively across all levels of leadership
- Is highly organized, detail-oriented, and results-driven
QualificationsEducation & Experience
- 5+ years of experience in the Timeshare industry required
- 3+ years in a QA leadership or multi-site management role preferred
- Proven track record of reducing cancellations and improving compliance standards
Skills & Knowledge
- Strong understanding of state and federal timeshare regulations
- Advanced knowledge of contracts, funding processes, and sales compliance
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
- Ability to analyze performance data and identify actionable insights
- Willingness to travel regularly within assigned region
- Flexibility to work weekends and be available as needed
