Hybrid Phone QA Analyst: Data-Driven Quality Champion

Equity Residential; Virginia Beach (VA); Hybrid; USD 43,000 - 64,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

401(k) with company match

Paid vacation & company holidays

Housing discounts

Job summary

Vivmark Residential seeks a Phone Quality Assurance Analyst to monitor and analyze call center data, report scores, and schedule audits across line groups. You will distribute insights and ensure compliance with policies, while driving improvements in customer support operations.

The role requires 1–2 years in a call center setting, strong communication, and proficiency with MS Office; hybrid schedule in SA, TX or VB, VA.

Qualifications

• High School Diploma or GED required; college degree preferred.
• 1–2 years in a call center environment, preferably as a quality assurance analyst.
• Strong written and verbal communication skills.
• Advanced MS Office skills (Word, Excel, PowerPoint).
• Attention to detail and time management.
• Willing to work flexible schedule; some overtime may be required.
• Currently at least 6 months in your current position and meeting current Quality/Scorecard standards.

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.

Skills

Presentations

Written communication

Attention to detail

MS Office

Time management

Flexibility

Quality/Scorecard awareness

Education

High School Diploma

College degree

Tools

MS Office

Job description

Vivmark Residential seeks a Phone Quality Assurance Analyst to monitor and analyze call center data, report scores, and schedule audits across line groups. You will distribute insights and ensure compliance with policies, while driving improvements in customer support operations.

The role requires 1–2 years in a call center setting, strong communication, and proficiency with MS Office; hybrid schedule in SA, TX or VB, VA.