Quality Assurance Representative

Kissimmee, Florida
· Silver Lake
· Quality Assurance

Quality Assurance Representative

Capital Vacations | Silver Lake Resort – Kissimmee, FL

Join One of the Fastest-Growing Companies in Vacation Ownership!

At Capital Vacations
, we're redefining the vacation ownership experience. As one of the fastest-growing companies in our industry, we take pride in delivering exceptional service and providing our members access to more than 90 internal club destinations and thousands of additional vacation options worldwide.

Our success is driven by our people. We foster a culture built on collaboration, accountability, professional growth, and a shared commitment to excellence. With competitive, industry-leading compensation opportunities and a rapidly expanding portfolio, Capital Vacations offers an exciting environment for motivated professionals looking to advance their careers.

We are seeking a detail-oriented, customer-focused Quality Assurance (QA) Representative to join our Florida team, primarily based at Silver Lake Resort in Kissimmee.

As a Quality Assurance Representative, you will play an essential role in the vacation ownership sales process, ensuring contract accuracy, regulatory compliance, and an exceptional new-owner experience.

This position serves as a trusted point of contact during the closing process, guiding new owners through their purchase documentation, confirming their understanding of the terms, and ensuring every transaction is completed ethically, accurately, and professionally.

The ideal candidate combines strong communication skills, attention to detail, sound judgment, and the ability to create confidence and trust throughout the closing experience.

• Conduct professional, informative contract closings with new vacation owners.
• Clearly explain purchase agreements, ownership benefits, financial obligations, and contract terms.
• Verify owner information and ensure all purchase documentation is accurate and complete.
• Deliver an exceptional customer experience that reinforces confidence in the purchase.
• Address owner questions, concerns, and potential misunderstandings with professionalism and transparency.

• Review contracts and supporting documentation for accuracy, completeness, and compliance with company policies and applicable regulations.
• Identify and address discrepancies, omissions, or potential misrepresentations.
• Maintain the integrity of the Capital Vacations product and protect the interests of both owners and the company.
• Escalate compliance concerns and customer disputes to appropriate leadership.
• Partner with Sales Management to identify opportunities for coaching, training, and process improvements.

• Prepare, organize, and process completed contract files for funding.
• Maintain accurate digital records, contract documentation, and QA recordings within established deadlines.
• Ensure required closing recordings are properly labeled, saved, and submitted according to company procedures.
• Manage cancellation requests professionally while exploring appropriate retention opportunities.
• Meet established departmental performance expectations, including closing productivity, documentation accuracy, and cancellation metrics.
• Support additional administrative and operational responsibilities as needed.

Previous sales experience in the vacation ownership or timeshare industry.

Strong customer service, communication, and relationship-building skills.

Exceptional attention to detail and the ability to identify and resolve discrepancies.

Confidence explaining contracts, financial terms, and complex information in a clear,…