Quality Specialist at realtor.com

| Austin
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The Quality Specialist will work with call center management to ensure that all Client 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. The QA Specialist implements policies and procedures to ensure that quality standards are met.
 
 
What will you do?
  • Ensures proper quality assurance policies and procedures are met by monitoring and coaching CSRs.
  • Assists quality manager in Identifying and implementing best practices for QA in the call center.
  • Conducts regular coaching sessions in order to develop and evaluate personnel by assessing quality and performance.
  • Logs and tracks all findings from monitored calls to analyze potential trends that may develop.
  • Works on issues of diverse scope and puts together action plans to meet quality standards and goals.

What will you bring?

  • Knowledge of call center fundamentals, metrics and policies
  • Ability to create and sustain a track record of seeing the big picture, taking initiative and implementing solutions to meet established goals
  • Ability to type at a minimum of 55-60 wpm
  • Possesses a collaborative work style and skills with tact and diplomacy
  • Strong organizational skills with experience multitasking
  • 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
  • Works well under pressure with the ability to learn quickly and adapt to change
  • 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
  • Track record of performance and quality in previous roles
 
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.

#LI-MS1

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • GITDatabases
    • AWSDatabases

Location

Cool downtown office nestled in the bars and restaurants of East 6th Street

An Insider's view of realtor.com

How does your team reward individual success?

We reward success through recognition and appreciation. We often celebrate wins loudly and with fun events. It's one of the best parts of our culture!

Fluker

Consumer Experience Manager

What projects are you most excited about?

I'm most excited about how we're scaling our outreach to consumers which allows us to help more people every day. Not only that, but I love the pace we have in testing new consumer experiences!

Diane

Senior Product Manager

How has your career grown since starting at the company?

I’ve been with realtor.com for exactly one year and I’ve grown a great deal. I’ve expanded my literacy from AWS to Python to React Native and been mentored all along the way.

Yufeng

Senior Software Engineer

How do your team's ideas influence the company's direction?

With 80 million unique users to realtor.com a month, we play a leading role in the world's largest real estate network, sitting uniquely in this position of big data, while still being a mid-sized company that is able to democratize the information throughout the business. It’s an incredible position to be in.

Anne

Vice President, Product Management

What unique initiatives do you have that encourage innovation?

Our consumer success model is best in class, yet we continuously strive to build even better services and products for for the reatlor.com consumer.

James

Senior Training Manager

What are realtor.com Perks + Benefits

realtor.com Benefits Overview

BENEFITS

Having healthy and happy employees is extremely important to our company. Which is why we offer all of our employees more than just great basic health coverage.

Culture
Volunteer in local community
We love our neighbors and think it important to give back to those in need.
Partners with Nonprofits
From our volunteer work with Habitat for Humanity to our employee charitable gift matching per employee, our commitment to our communities is unwavering.
Friends outside of work
Eat lunch together
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Our goal is first and foremost to protect the health and safety of our employees.
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Realtor.com offers charitable gift matching of up to $500 per employee annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Austin Tech Center employees have flexible start and end times.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our HomeGrown Mentoring Program is available for all full time employees in Austin.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

When we show up to work each day, regardless of title or tenure, we all want to be heard, be valued, and know that our contributions matter.

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