Quality Support Analyst

The Quality Support Analyst will be responsible for auditing and evaluating the quality of closed deals handled by the Market Development Cluster, which includes Market Development Associates (MDAs), Market Specialists/Sales Executives (MS/SE), and Market Onboarding Specialists (MOS). This role will ensure that every closed deal meets Poplar Homes' quality standards by monitoring adherence to the established guidelines, scoring deals based on defined criteria, and providing actionable feedback to enhance the performance of each role. The analyst will also be responsible for identifying trends, providing recommendations for improvement, and supporting the overall objective of continuous quality enhancement.

Key Responsibilities:

Deal Quality Audits & Scoring

Conduct detailed audits of closed deals to evaluate compliance with established quality guidelines.

Assess interactions and documentation for MDAs, MS/SEs, and MOSs based on role-specific criteria.

Calculate the overall quality score for each closed deal, utilizing a weighted scoring system to evaluate the holistic deal quality.

Document findings, highlight areas of excellence, and identify gaps or opportunities for improvement.

Feedback and Reporting

Provide structured and constructive feedback to Market Development Cluster roles to support skill enhancement and process compliance.

Prepare and present audit reports, summarizing quality scores and highlighting trends, common errors, and areas needing attention.

Collaborate with the Quality Manager to develop strategies for performance improvement based on audit findings.

Quality Framework and Process Improvement

Assist in refining quality guidelines, scoring rubrics, and feedback mechanisms to ensure they remain relevant and effective.

Participate in calibration sessions to maintain consistency in scoring and evaluation across the team.

Work closely with the Operations Excellence and Market Development teams to share insights and recommend process improvements.

Trend Analysis and Continuous Monitoring

Track and analyze quality trends over time to identify recurring issues or exemplary practices.

Use data-driven insights to recommend training needs and process adjustments.

Contribute to the development of training content and best practice guides to enhance quality standards.

Customer Experience Advocacy

Serve as a customer experience advocate, ensuring that Poplar Homes’ core values are reflected in all owner and client interactions.

Promote a culture of quality, professionalism, and continuous improvement throughout the Market Development Cluster.

Qualifications:

Experience

Minimum 2 years of experience in quality assurance, auditing, or similar roles in a sales or customer service environment.

Experience in property management, real estate, or similar industries is a plus.

Skills and Competencies

Strong analytical skills with the ability to evaluate performance against standards and identify gaps.

Excellent verbal and written communication skills, capable of providing clear and actionable feedback.

Proficiency in using CRM software and quality monitoring tools.

Attention to detail, with a keen focus on maintaining accuracy in evaluations and reporting.

Ability to work independently, manage time effectively, and handle multiple priorities in a fast-paced environment.

Personal Attributes

High degree of integrity and professionalism.

Passionate about quality and continuous improvement.

Team-oriented mindset with the ability to collaborate effectively across departments.

Strong problem-solving skills and a proactive attitude.

Game to work in the Office during the Night Shift, or Graveyard Shift

Compensation and Benefits

> Free Mental Health Wellness with our Resident Psychologist 

> 2 Free Meals by our Company Chef 

> Paid Team and Company events

> Paid VLs and SLs

> Career Growth