Quality Assurance Analyst
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. 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.
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
- 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.
Benefits
- health, dental and vision
- 401(k) with company match
- paid vacation and holidays
- tuition reimbursement
- an employee stock purchase plan
- A 20% discount on our incredible apartment homes.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
