Quality Control Agent
Here at Opcity, we help real estate brokers, lenders and settlement service providers serve online customers. The number of home buyers/sellers who start their process online is growing much faster than the industry as a whole. Opcity makes the real estate experience better by instantly and seamlessly matching consumers to the best agent for them, and facilitates the buying and selling process by connecting and coordinating the vital services within the home buying/selling ecosystem. Through our proprietary matching algorithm and SMS live-transfer and mobile application distribution platform, Opcity is able to instantly connect the best agent with the highest probability of conversion to the right consumer at the right time. Opcity’s matching model is based on sixteen (16) years of agent historical performance, predictive analytics, and a learning model of iterative improvement. Opcity’s network of providers, technology platform and toolkit allow Opcity to be the primary concierge for the consumer during the home buying/selling experience. This is an excellent opportunity to assist in the growth of a ground-breaking and innovative start-up!
The Quality Control Agent will work with call center management to ensure that all customer success representatives offer consistent outstanding service in all customer interactions through monitoring and coaching. In addition, the Quality Specialist will ensure the health of the lead pool and promote and drive expected close rate through quality policy and standardization.
Duties & Responsibilities:
- Maintains departmental quality control activities. Directs the activities of staff in support of quality and high customer satisfaction.
- Acts as a liaison between the call center and multiple departments within the organization to ensure customer satisfaction is met.
- Identify and implement best practices for QC in the center.
- Acts as the center focal point for all complaints and escalations. Engage other departments as needed to resolve issues and complaints. Maintain records tracking complaints and escalations.
- Maintain reporting for customer satisfaction metrics to both internal and external clients.
- Collaborate with CSR & Training Mangers to implement enhancements to the QC processes and procedures.
- Works on issues of diverse scope and puts together action plans to meet quality standards and goals.
- Other duties as assigned by the Head of Sales or other company Executives.
What We Like To See / Measures of Success:
- Must have a high level of reason and analytical skills
- Self-motivated with a high level of initiative and work well in a team environment
- Ability to adapt to an ever-changing business environment, and be flexible to scope and extent of work
- Strong organizational skills with experience multi-tasking and coordinating projects
- Must be able to effectively communicate in both written and oral formats, at all levels of the organization
- Ability to constructively confront peers and colleagues with value added input, feedback and assessments
- Experience working in a Quality Program in a similar or relatable business is valued but not required
· Hours are typically 8am to 5pm Monday through Friday but there is also possibility of working different hours as Opcity operates seven days a week from the hours of 7am-11pm. The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, fax machines, copiers, and other office equipment. Diversity is important to us, therefore, Opcity 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, Opcity will provide reasonable accommodations for otherwise qualified disabled individuals.