Phone Quality Assurance Analyst

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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 were looking for people who want to help us do it.

As an owner developer and manager of more than 180000 apartment homes in major markets across the US we have the scale to offer something most companies cant. 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 youre one of them.

The Role:

The Phone 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 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:

• 12 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 were 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 persons 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 ( Fees Notice & Recruitment Fraud Disclaimer:

AvalonBay Communities Inc. (AvalonBay) is aware that there is recruitment fraud activity whereby scammers impersonate AvalonBay and offer fake employment opportunities to candidates. These scammers often seek to obtain personal information or money from candidates.

Please note that AvalonBaywill never charge any candidate a registration fee hiring fee or any other fee in connection with its recruitment and hiring process.

If you suspect that you are being contacted by a scammer impersonating our company please report it immediately to our official HR Department ().