Quality Assurance and Administration Officer (Thai-English)

Position Overview: The Officer–Quality Assurance and Administration is tasked with ensuring exceptional service delivery for MiVC Owners (including new applicants and existing Owners) from application initiation to contract 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 points application forms, consumer instalment applications and instalment contracts. The goal is to ensure that applicants leave the Preview Centre with their concerns addressed and a clear understanding of their Ownership obligations, fostering comfort with their application decision. Additionally, the Officer – Quality Assurance and Administration supports both operational and administrative functions of the Preview Centre. Flexibility is essential, as the role may involve undertaking additional duties as assigned by the manager to support the overall efficiency and effectiveness of the Preview Centre’s operations. Key Responsibilities: Quality Assurance Conduct a complete ‘Quality Assurance’ overview with the Applicant ensuring any concerns, issues etc. are fully addressed and the Applicant is fully satisfied and comfortable with their decision to enter into an application agreement for Anantara Vacation Club Points Collect and ensure accuracy of personal and employment/income information provided by the applicants before obtaining signatures from the applicants on the required documentation. Maintain regular contact with applicants as the primary point of contact within MiVC, ensuring contract closure is on schedule and obtaining any required documents or information promptly. Respond to and manage applicant concerns or complaints in collaboration with relevant departments before contract closure to secure the deal. Process cancellations promptly if it is confirmed the applicant will not proceed with the application. Actively monitor preview presentation integrity, reporting any deviations to the Site Leader for corrective action. Communicate closely with Corporate Contract Administration and MiVC Vacation Club Ltd. regarding contract readiness, cancellation statuses, and credit reviews. Assist Preview Centre Associates 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 Preview team to address the Owners concerns promptly and accurately. Administration Perform reception desk duties such as answering phone calls and taking messages. Check in and check out guests visiting the Preview Center for their Preview session. Handle hand-out of promised gifts to guests, ensuring proper record on the BTS system. Manage inventory of office supplies and presentation support supplies and place orders for necessary items. Manage attendance and leaves of Preview Center team members. Compile and send reports to Site Leader and Corporate as required. *May be required to work on weekends and on shifts as per business requirements –supporting 7-days operations, operations on public holidays, different time zones of Preview Centres, etc. Key Performance Indicators: Accuracy and timeliness of application 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 applicants 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. Required Skills and Attributes: Excellent written and oral communicative skill in English and Chinese Excellent listening skills Comprehensive knowledge of the MiVC 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 Meticulous administrative skills Education &/or Experience: Bachelor’s degree or higher Previous experience in a quality assurance role, preferably with a hospitality or customer service orientated business is desirable. Finance background is desirable.