Sales Quality Specialist I
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 organization 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 1+ years of professional experience (Quality Assurance experience preferred) or
• 3+ years of experience working in a call center environment interacting with customers / prospective customers
• 1-2 years sales experience
• Bilingual in Spanish (Preferred)
• Proficient in G-Suite (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
Working Conditions
The position requires prolonged standing or sitting and repetitive hand and wrist motion. Operates phones, computers, and other office equipment.
About realtor.com
At realtor.com®, we believe that everyone deserves a home of their own. We’re a community of nearly 2,000 employees that 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, 70 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 across Canada and the US and lots of sweet jobs to choose from, so we’re hoping you’ll join us on our journey to make home buying and selling easier, and more rewarding for everyone.
Let’s make a difference, together. For Real.
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.
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