Phone Quality Assurance Analyst

Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America — one that continues to get better as it grows.

About the role

The Phone Quality Assurance Analyst is responsible for monitoring and analyzing data related to our Call Center line group, reporting scores and trends, and establishing call monitoring and work audit schedules. You will distribute data and suggestions to appropriate audiences, review and evaluate processes for compliance, analyze reporting for trends, and champion initiatives to improve performance.

Responsibilities

• Monitor and analyze 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 Vivmark in general.
• Champion new initiatives and processes/procedures that continually improve individual and line group performance.

Requirements

• 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).
• A minimum of 6 months in your current position and meeting current Quality/Scorecard standards.
• Willing to work on a flexible schedule (some overtime may be required).

Skills

• Demonstrated ability to create and deliver presentations (either group or individual) on function-related matters.
• Strong written and verbal communication skills.
• Exceptional attention to detail.
• Strong working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint).
• Superior time management and organizational skills.

Benefits

• Medical, dental, and vision coverage.
• 401(k) with company match.
• Paid vacation and company holidays.
• Exclusive team member housing discounts.

Pay

Total Base Pay Range: $42,600.00 - $64,000.00

Schedule

• Full time, 40 hours per week.
• Hybrid work schedule for team members located in San Antonio, TX or Virginia Beach, VA.