Officer - Quality Assurance & Contract Administration

The Officer Quality Assurance and Administration is responsible for conducting a complete Quality Assurance overview with the AVC Ownership purchasers from contract initiation to closure. This involves addressing post-sale concerns, responding to questions, and providing a thorough verification and acknowledgment overview of the pertinent facts related to Ownership obligations, and ensuring accurate completion of all company and/or governmental documents governing new Ownerships, including the Sales & Purchase Agreements and Instalment Contracts.

The goal is to ensure that the purchasers concerns are addressed and by the end of the process the purchasers have a clear understanding of their Ownership obligations, fostering comfort with their decision to purchase.
Further responsibilities include contract creation and related tasks and supporting the Sales Centre in other administrative and 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 Sales Centre.

Key Responsibilities:

• Conduct a complete Quality Assurance overview with the AVC Ownership purchaser ensuring any concerns, issues etc. are fully addressed and the purchaser is fully satisfied and comfortable with their decision to enter into an agreement for Anantara Vacation Club Ownership.
• Obtain signatures from the purchasers on the required documentation, ensuring accuracy and authenticity of the signatures.
• Maintain regular contact with purchasers 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 purchaser concerns or complaints in collaboration with relevant departments before contract closure to secure the deal.
• Process cancellations promptly if it is confirmed the purchaser will not proceed with the purchase.
• Create contracts and complete related tasks, ensuring timeliness and accuracy.
• 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 Sales Centre for corrective action.
• Communicate closely with Corporate Contract Administration regarding contract readiness, cancellation statuses, and credit reviews.
• Assist Sales Centre team members 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 Sales team to address the Owners concerns promptly and accurately.
• Provide operational and administrative support for the Sales Center in accordance with directives set by Management.

Key Performance Indicators:

• Accuracy and timeliness of contract data entries.
• Timeliness in following up with any outstanding documentation and/or issues in relation to unclosed contracts, ensuring contracts are closed on schedule.
• Timeliness in addressing and resolving purchasers concerns.
• Attainment of high internal and external customer satisfaction, by always presenting oneself in a courteous and respectful manner.
• Good standards of grooming, personal hygiene, dress code and maintains punctuality.

Qualifications:

• Excellent written and oral communicative skill in English and Arabic.
• 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 & 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 oriented business is desirable.
• Finance background is desirable.