Quality Assurance Analyst

AvalonBay 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.

About the Role

The Quality Assurance Analyst is responsible for monitoring and analyzing data related to our Call Center line group. This role involves reporting scores and trends regularly, establishing and performing call monitoring and work audit schedules, and distributing data and suggestions to appropriate audiences. The analyst will periodically review and evaluate line group processes to ensure compliance with policies and operating standards, analyze reporting for trends, and suggest performance improvements for line groups and departments. The role also includes championing new initiatives to continually improve individual and line group performance.

Responsibilities

• Monitor and analyze data related to the 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 AvalonBay 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.

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.
• Willingness to work on a flexible schedule (some overtime may be required).

Benefits

• Comprehensive benefits including health, dental, and vision.
• 401(k) with company match.
• Paid vacation and holidays.
• Tuition reimbursement.
• Employee stock purchase plan.
• 20% discount on apartment homes.
• Associate recognition programs.
• Growth based on achievement and promotion from within.

Pay

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

Schedule

• Full time, 40 weekly scheduled hours.
• Hybrid work schedule for associates located in San Antonio, TX or Virginia Beach, VA.