Quality Assurance Analyst

AvalonBay Communities • San Antonio, TX

13h • Hybrid

About The Position

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.

Requirements

• High School Diploma or equivalent (GED) required.
• 1–2 years of experience in a call center environment (preferably as a quality assurance analyst).
• 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.

Nice To Haves

• College degree preferred.

Responsibilities

• Monitoring and analyzing data related to our Call Center line group.
• Reporting scores and trending on a regular basis.
• Establishing and performing call monitoring and work audit schedules for all line groups.
• Distributing data and suggestions to all appropriate audiences.
• Periodically reviewing and evaluating line group processes and procedures to ensure compliance with all policies and operating standards.
• Analyzing reporting for trends and suggesting means of bettering performance for line groups, departments of Customer Support Operations, and AvalonBay in general.
• Championing new initiatives and processes/procedures that continually improve individual and line group performance.

Benefits

• health, dental and vision
• 401(k) with company match
• paid vacation and holidays
• tuition reimbursement
• an employee stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED