Phone Quality Assurance Analyst

Quality Assurance Analyst Position Type:
Full time Weekly Scheduled

Hours:

40 State:
Texas City:
San Antonio Zip Code: 78251 Total Base Pay Range: $42,600.00 - $64,000.00

Overview:
Avalon Bay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we've established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds Avalon Bay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make Avalon Bay a great place to work.

• The Quality Assurance Analyst is responsible for monitoring and analyzing data, related to our Call Center line group.
• Report scores and trending on a regular basis.
• Establish and perform call monitoring and work audit schedules for all line groups.
• Distribute data and suggestions to all appropriate audiences.
• Periodically review and evaluate line group processes and procedures to ensure compliance with all policies and operating standards.
• Analyze reporting for trends and suggest means of bettering performance for line groups, departments of Customer Support Operations, and Avalon Bay in general.
• Champion new initiatives and processes/procedures that continually improve individual and line group performance.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Additionally, the requirements listed below are representative of knowledge, skills, ability and training required.

• High School Diploma or equivalent (GED) required. College degree preferred.

• 1-2 years of experience in a call center environment (preferably as a quality assurance analyst)

• Demonstrated ability to create and deliver presentations (either group or individual) on function related matter.
• Strong written and verbal communication skills.
• Demonstrated exceptional attention to detail.
• Strong working knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint applications.
• Superior time management and organizational skills.
• Willing to work on a flexible schedule (some overtime may be required).
• A minimum of 6 months in your current position and meeting current Quality/Scorecard standards.

This position follows a hybrid work schedule for associates located out of our San Antonio, TX or Virginia Beach, VA locations.

We know that our teams are the beating heart of our success and we're committed to showing our appreciation. We offer:

• Comprehensive benefits - health, dental and vision
• 401(k) with company match
• paid vacation and holidays
• tuition reimbursement
• an employee stock purchase plan
• and more
• Growth based on achievement and promotion from within.
• Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, 'Avalon Bay's Very Best' recognition program and others!).
• A 20% discount on our incredible apartment homes.
• A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

Avalon Bay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated.

With this we know we can do…