Quality Specialist

The primary focus of the Quality Specialist is to grade and monitor calls to ensure the highest level of consumer/customer experience across our CRO org and mitigate all legal risks to the business. They will also help support Sales representatives by answering questions related to having quality interactions with customers and act as a Subject Matter Expert (SME) for all things quality related.

Duties & Responsibilities:

• Employ quality assurance evaluation methodology to customer interactions to drive improvements in consumer / customer experience with Realtor.com
• Write up detailed coaching notes for managers and call center reps that give recommendations on how to improve performance/compliance in a clear, concise and professional manner.
• Maintain standards for reliability and performance and that quality assurance policies and procedures are met.
• Assists quality assurance manager in identifying and implementing best practice for Quality Assurance at RDC.
• Logs and tracks all findings from monitored calls to analyze potential trends that may develop.

Requirements

• Associates Degree and/or 3+ years of experience working in a call center environment interacting with customers / prospective customers 
• 1-2 years sales experience
• 1+ years of professional experience (Quality Assurance experience preferred
• Bilingual in Spanish (Preferred)
• Proficient in GSuite (Slides, Sheets, Doc, Calendar etc.)
• Proficient in Microsoft Suite (Especially Microsoft Excel)
• Can type 60wpm

Key Competencies:

• Outstanding Customer Service / Sales Skills and dedication to providing exceptional Customer Care
• Strong Priority Management Skills
• Effective Verbal and Written Communication Skills
• Solid time management skills
• Must be self-motivator and self-starter
• Ability to focus and provide consistently high levels of accuracy in a repetitive environment
• Strong Priority Management Skills
• Strong Organizational Skills
•  Attention to Detail
•  Collaborative Work Style and Skills