Phone Quality Assurance Analyst

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

Overview

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. And we're looking for people who want to help us do it.

Job Description

Phone 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

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. And we're looking for people who want to help us do it.

As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can't. At Vivmark, team members move up and across functions, markets, and disciplines, building lasting careers. We invest in team members growth, development, and capabilities that make them and us better, and we hold ourselves to the highest standard as an employer.

The best people want to work here. We hope you're one of them.

The Role

• 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 Vivmark 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.

Education

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

Experience

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

Knowledge, Skills, & Abilities

• 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.

Work Location:

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

How Vivmark Supports You

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

We Offer

• A competitive benefits package that supports your health, financial well-being, and work-life balance, including medical, dental, and vision coverage, a 401(k) with company match, paid vacation and company holidays, and exclusive team member housing discounts.

Additional Info

AvalonBay 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 great things.

AvalonBay makes employment decisions without regard to a person s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

AvalonBay will consider for employment qualified applicants with criminal histories in a manner consistent with requirements under the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)