Bilingual Quality Analyst

Full Time
Scottsdale, AZ 85256
Posted Today
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


  • 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


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


  • Monday to Friday

Supplemental pay types:

  • Bonus pay


  • High school or equivalent (Required)


  • Spanish (Required)

Work Location: One location

Intrested in this job?

Related Jobs

All Related Listed jobs

Job Description: Swift is HIRING NOW for a dedicated route near you! No matter what drives you - a passion for the open road, career independence or financial security - Swift has the driving

Falck is a is a global emergency medical services provider originating from Denmark that services 4 states in the US including: California, Washington, Oregon, and Colorado. Falck has been operating

2023 TECH CONNECT PROGRAM FULL-TIME About JPMorgan Chase & Co. Be a part of a dynamic and diverse team that engineers the large-scale, complex and resilient technology solutions that drive our

Description: Shigs In Pit BBQ and Brew on Maplecrest Road is seeking Cashiers with DAYTIME availability who are ready to earn a premium hourly wage in addition to pooled tips. Cashiers must be

Cinnaminson Riggins Riverton, NJ 08077 From $35 an hour 30+ days ago

Must have your own tools.

We are looking for an AWESOME nanny and don't mind paying a higher hourly rate for the perfect fit. The location is between Doylestown, Newtown, and New Hope.-Children are 2 and 5 years old and the

MetroEHS is looking to hire Behavior Therapists (BT) with a passion for care to work in our Metro Detroit Therapy Centers.MetroEHS will pay for your RBT exam with an automatic $2.00 hourly pay

A DEEPER COMPASSION, FOR A HIGHER PURPOSE Nurses are at the heart of our world-class, patient-centered standard of care. Day in and day out, they go the extra mile to make a lasting difference in

It's time to be treated like a TEACHER, not a babysitter! We are looking for Lead and/or Assistant TEACHERS within our award winning Learning Academy.This is your time to absolutely SHINE in an

Position Summary: This position will report to the SVP of Network and Call Center Operations. Oversee dispatch staff, Account Executives, Vendor Support, and Client relations. They will be