Senior Sales Quality Specialist

At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.
Are you a customer service, sales and quality methodology expert? Are you ready to primarily focus on grading and monitoring calls to ensure the highest level of consumer/customer experience across our CRO org? All while assisting management in coaching and developing call center representatives on opportunities to improve quality by breaking down calls with them in a 1×1 setting. If you want to pursue your professional goals as you help grow an innovative real estate tech company, this work is for you. Join us as our newest Senior Sales Quality Specialist and help change the world of real estate, one home at a time.
What you'll do:

• Employ quality 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 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.
• Meets regularly with front line CX / Sales managers to address specific needs for the teams they support
• Leads one on one coaching sessions with call center reps on performance and compliance related opportunities found in audited calls.
• Partners with the Training team to conduct analysis of new hires' ability to execute their role before being graduated.
• Owns building out resources and updating reporting for the quality team and management to use to maintain alignment on all policies and procedures.
• Supports the quality manager in ramping up/training of Quality Specialist I's
• Acts as a resource for Customer Experience questions from CX / Sales representatives on a daily basis
• Handles call research to support CX / Sales / Training operations via resolution of escalation tickets within Jira platform

How we work

• We balance creativity and innovation on a foundation of in-person collaboration. For most roles, our employees work three or more days in our offices, where they have the opportunity to collaborate in-person, adding richness to our culture and knitting us closer together.

What you'll bring:

• Bachelor's Degree and 2+ years work experience in a quality role or related field or 5+ years work experience in a quality role or related field

• 2+ years work experience of leading coaching/development sessions
• 1+ years resolving issues through a ticketing system (Jira experience preferred)
• Flawless understanding of company quality control procedures, policies, and documents.
• Bilingual in Spanish (Preferred)
• Proficient in GSuite (Slides, Sheets, Doc, Calendar etc.)
• Proficient in Microsoft Suite (Especially Microsoft Excel)
• Can type 60 wpm

Working Conditions:

• The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, and other office equipment.

Do the best work of your life at Realtor.com
Building your career? Build it better at Realtor.com®. Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation-the core that drives us passionately forward. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
Diversity is important to us, therefore, realtor.com is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, realtor.com will provide reasonable accommodations for otherwise qualified disabled individuals.