Manager Quality Assurance

Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team. 
 
Progress Residential® is the largest providers of high-quality, single-family rental homes in the United States. With more than 90,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership. 

Progress is committed to making the home rental process easy and enjoyable for the residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth. 

Employment with Progress Residential is conditional on a satisfactory background and drug screen as well as submitting proof satisfactory to Progress Residential that you are fully vaccinated against the Corona Virus COVID-19 disease, subject to any accommodations granted by Progress Residential based on disability or religion or as applicable by state law.

Text ProgressJobs to 25000 and you can chat with our Recruiting Assistant Kate who can help you find jobs, apply for jobs and answer your questions.

Position Summary:

The Manager Quality Assurance is responsible for ensuring our teams are providing best in class customer engagement. Responsibilities include day to day management of the Quality Analysis team and process.  This role will require excellent reporting, data analysis, and process improvement skillset.  The Manager Quality Assurance will work with our teams to utilize the telephony system, IVR, and Case Management to review and improve customer engagement processes. This role will work closely across departments and teams and is expected to stay up to date on changes and developments across the business.  The incumbent must have experience managing teams in a high volume, fast paced environment. This role will require skillset in concise and factual verbal and written communication.  The incumbent will possess dynamic leadership skills, exceptional personal communication, is both process and people minded, and is a hands-on, highly accessible leader.
The Manager Quality Assurance will be responsible for problem solving and working with teammates to communicate and resolve issues which may arise in the customer experience using appropriate Progress Residential best practices. 

This candidate will work closely with Director Customer Advocacy and will be responsible for creating, analyzing, and reporting on data gathered multiple systems used by the business. This role will make recommendations to leadership based on findings related to trends or other opportunities to improve our internal processes or procedures.  

The ideal candidate has experience excelling in an environment with minimal supervision and is self-driven. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.).

Essential Functions:

• Oversight of Quality Analysis team

• Responsible for suggesting methods to improve operations, efficiency, and service to internal and external customers

• Review and provide recommendations for quality analyst process using feedback from team, agents, and subject matter experts

• Communicates daily, weekly, and monthly metrics for the department and team

• Provides statistical and performance feedback

• Creates/maintains daily/monthly and yearly roll up reporting with executive summary/trending

• Assists in special projects or assignments as needed by the business

• Develop standardized methods of feedback to manager and or coaches individuals based on research gained through QA Processes

• Escalates findings to next level of management as applicable

• Collaborates with the training team to adapt onboarding training with data obtained from monitoring agent interactions. 

• Act as next level of escalation for team members.

• Provide performance feedback and coaching on a regular basis to each team member.

• Provide daily direction and communication to employees 

Qualifications:

• Salesforce experience required, Noble or other telephony systems experience preferred

• Demonstrated proficiency with MS Office, including Excel, Word, and PowerPoint 

• Familiar with contact center metrics, reporting and call monitoring

• Excellent Customer Service skills, customer service mindset

• Demonstrated experience in de-escalation and resolution focused communication 

• Experience with property management and lease review a plus

• Knowledge of Yardi, and telephony platform preferred

• Superb accuracy and attention to detail

• Ability to prioritize multiple tasks in a fast-paced environment.

• Adaptable to feedback and requested changes

• Excellent interpersonal skills, genuinely friendly, and approachable

• Ability to work a flexible shift and hours including weekends

• Bachelor’s degree required, Masters preferred 

• Able to work quickly and efficiently to maintain response times

• Able to listen effectively, to find the root cause of issues, and communicate clearly

What you can expect from us:

Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection. 

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 401k match, 10 paid holidays and much more.
   

Closing Statement:
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
 
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.