Job description

The_ Quality Analyst_ is primarily responsible for reviewing calls, cases, and other customer engagment functions for customer facing departments across Customer Operations. This role will also be responsible for creating/maintaining monthly reporting as well as providing feedback to team leaders and stakeholders. The ideal candidate must possess excellent customer service skills, analytical thinking, and experience managing associates in a contact center environment. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.).

Essential Functions

• Listens to calls complete QA reviews
• Review cases, chats, and any other customer engagement functions defined by the department
• Identify/document performance improvement opportunities for customer facing departments through Quality assurance call review.
• Complete Quality scorecard summaries and statistical reporting daily and provide written and oral feedback to Agents on all calls monitored.
• Analyze QA calibration reporting to aid in identifying process improvements and recommend solutions relating to contacts and behaviors.
• Provide feedback on performance and level of quality achieved to individual agents and leadership
• Create and continuously evaluate processes and procedures. Responsible for suggesting methods to improve operations, efficiency, and service to internal and external customers
• Communicates daily, weekly and monthly metrics for the department and team.
• Documents, details and saves updates and responses in Salesforce.
• Creates and modifies Work Orders and Guest Cards in Yardi, property management system.
• Collaborates with the training team to adapt onboarding training with data obtained from monitoring agent interactions.
• Provides feedback in one on one conversations with leaders
• Lead internal call calibration sessions with agents/leadership
• Assists in special projects or assignments as needed by the business

Qualifications

• 2 plus years of front-line contact center experience
• Knowledge of contact center metrics, reporting and call monitoring
• Excellent verbal and written communication skills
• Ability to listen attentively to use caller information to analyze and score agents fairly and consistently
• Knowledge of Yardi, Salesforce, and telephony platform
• Proficient with MS Office, Outlook and Internet applications
• Technically astute with systems, reporting, tools, and processes.
• Superb accuracy and attention to detail
• Ability to prioritize and multi-task in a fast-paced environment.
• Adaptable to feedback and requested changes
• Excellent interpersonal skills, genuinely friendly, and approachable
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• High School diploma or GED required
• Associates Degree, BS/BA degree in business or related service experience a plus
• Bi-lingual Spanish a plus
• Experience with property management and lease review a plus

Job Type: Full-time

Pay: $25.00 - $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Education:

• High school or equivalent (Required)

Language:

• Spanish (Required)

Work Location: One location