Quality Analyst Contact Center Operations
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 one of the largest providers of high-quality, single-family rental homes in the United States. With more than 65,000 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 100,000+ 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.
At Progress we’re focused on maintaining a safe environment for our employees and our community. We incentivize and encourage our employees to be fully vaccinated.
The Quality Analyst is primarily responsible for completing quality assurance call reviews for our customer facing inbound departments. This role will also be responsible for creating/maintaining monthly reporting as well as identifying opportunities/trends. The ideal candidate must possess excellent customer service skills, analytical thinking, and experience managing associates in a contact center environment. This position will be under direct supervision of the Sr Manager, Contact Center Operations. This position is committed to providing a best-in-class experience to our residents, prospects, and vendors (realtors, HOAs, etc.).
Identify/document performance improvement opportunities for customer facing inbound 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.
Performs one on one conversations with agents to assist in increasing their ability to provide excellent customer service
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 work a flexible shift and hours including closing shift, weekends and holidays
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
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, 9 paid holidays and much more.
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.