Call Center QA Analyst: Data & Process Insights

AvalonBay Communities; San Antonio (TX); Hybrid; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health, dental, vision

401(k) with company match

Paid vacation

Job summary

AvalonBay Communities, Inc. is seeking a Quality Assurance Analyst for our San Antonio, TX hybrid work environment. You will monitor and analyze data for our Call Center line group, report scores, conduct line audits, and drive improvements.

The role requires 1–2 years in a call center, strong communication, and proficiency in Microsoft Office. We offer comprehensive benefits and opportunities for growth. Join a team focused on collaboration, innovation, and continuous improvement in a

Qualifications

• 1–2 years in a call center environment (preferred as QA analyst).
• Strong written and verbal communication, detail-oriented.
• Experience with Microsoft Office (Word, Excel, PowerPoint).

Responsibilities

• 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 policies.
• 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 that continually improve individual and line group performance.

Skills

Presentations

Communication

Detail oriented

MS Office

Time management

Flexible schedule

Quality standards

Education

High School Diploma or GED

College degree preferred

Tools

Word

Excel

PowerPoint

Job description

AvalonBay Communities, Inc. is seeking a Quality Assurance Analyst for our San Antonio, TX hybrid work environment. You will monitor and analyze data for our Call Center line group, report scores, conduct line audits, and drive improvements.

The role requires 1–2 years in a call center, strong communication, and proficiency in Microsoft Office. We offer comprehensive benefits and opportunities for growth. Join a team focused on collaboration, innovation, and continuous improvement in a