Call Center Quality Manager

Company: Realtor.com
Location: Cedar Park
Posted on: May 7, 2021

Job Description:

The Quality Manager (QM) is responsible for coaching and developing the quality specialists on the team who audit the Sales and Success orgs. The QM is responsible for coaching and developing the Quality Specialists team dedicated to monitoring the floor. The QM also drives performance each call grading period to ensure we are reaching goal(s) for call grades while ensuring accuracy and alignment. The QM works closely with training, enablement and leadership to identify solutions to improve compliance related initiatives.

Duties & Responsibilities:

Supervises a team of Quality Specialists including their coaching and development

Drives performance and ensures all call grading goals are met

Supervises and grades calls when needed

Identifies gaps and proposes solutions to streamline call grading processes

Tracks and monitors all coaching logs and quality documents

Notes trends from internal audits to improve and coach the team

Supervises all coaching and support needed for new hire training classes

Provides additional resources and support to the floor (including managers) related to Quality

Facilitates weekly call calibrations to assess any deviations for improvement

Supports other duties relevant to Quality as assigned

Requirements:

1+ years work experience coaching and developing team members in a supervisory role

2+ years work experience in a quality role or related field

Proven work experience with analyzing data, trends, and information

Strong 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).

Key Competencies:

Ability to Coach and Develop Others / Problem Sensitivities

Strong Priority Management Skills

Effective Communication Skills

Strong Organizational Skills

Attention to Detail

Collaborative Work Style and Skills

About

At (r), we believe that everyone deserves a home of their own. We're a community of nearly 2,000 employees who work hard to ensure that from the moment someone starts dreaming about a new home, to the moment they walk in the door and beyond, we're there to lend a helping hand. Every month, over 85 million people trust us with their journey home by visiting our site and mobile apps, and we'd love to have you join our team to help.

We've got great offices in the U.S. and Canada with lots of sweet jobs to choose from, so we're hoping you'll join us on our journey to make buying, selling, renting, and living in homes easier and more rewarding for everyone.

Let's make a difference, together. For Real.

Diversity is important to us, therefore,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,will provide reasonable accommodations for otherwise qualified disabled individuals.

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Keywords: Realtor.com, Cedar Park , Call Center Quality Manager, Executive , Cedar Park, Texas