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

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

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