Phone Quality Assurance Analyst

XCORP AvalonBay Communities Inc.; San Antonio (TX); On-site; USD 43,000 - 64,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) with company match

Paid vacation and holidays

Tuition reimbursement

Employee stock purchase plan

Growth opportunities

Recognition program

Apartment discount

Culture of integrity and caring

Job summary

AvalonBay Communities, Inc. is seeking a Quality Assurance Analyst for its San Antonio, TX location. The role focuses on monitoring data for the Call Center line group, reporting scores and trends, and establishing monitoring and audit schedules.

Ideal candidates have 1–2 years in a call center QA environment, strong communication, and proficiency with MS Office. Hybrid work schedule applies to San Antonio or Virginia Beach locations.

Qualifications

• 1–2 years of experience in a call center environment, preferably as a QA analyst.
• Strong written and verbal communication, attention to detail and data analysis skills.
• Proficiency with Microsoft Office applications and ability to present findings.

Responsibilities

• Monitor and analyze data related to the Call Center line group.
• Report scores and trends on a regular basis.
• Establish call monitoring and work audit schedules for line groups.
• Distribute data and suggestions to appropriate audiences.
• Review processes to ensure compliance with policies and standards.
• Analyze reporting for trends and suggest performance improvements.

Skills

Presentation skills

Communication skills

Attention to detail

MS Office

Time management

Flexibility

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

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: 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. Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

• The Quality Assurance Analyst is responsible for 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 AvalonBay 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 associates located out of our San Antonio, TX or Virginia Beach, VA locations.

How AvalonBay Supports You

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

• Comprehensive benefits - health, dental and vision
• 401(k) with company match
• paid vacation and holidays
• tuition reimbursement
• an employee stock purchase plan
• and more
• Growth based on achievement and promotion from within.
• Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization – including destination awards, 'AvalonBay's Very Best' recognition program and others!).
• A 20% discount on our incredible apartment homes.
• A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.

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. Applications are being accepted on an ongoing basis. AvalonBay does not require or request that you provide any information that identifies your age, date of birth, or dates of school attendance or graduation. Please redact this information prior to the submission of your application and/or leave these fields incomplete on your application. 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/). Creating a better way to live is the purpose that binds AvalonBay associates. At AvalonBay, every day is an opportunity to make a difference in someone's life. Whether it’s helping someone choose one of our communities as their home, providing great service to our residents, or supporting our fellow associates, we are committed to creating an unforgettable experience as a great place to live - and work. We are always on the lookout for new talent! Founded in 1993, AvalonBay has a distinct track record of serving people and growing communities in some of the best U.S. markets. If you thrive on responsibility, are passionate about setting a new standard for customers and possess strong leadership skills, you have what it takes to build a strong future here. In return, we offer compensation and benefits that are among the best in the business.