Contact Center Quality Assurance Auditor jobs in Phoenix, AZ

The pay for this position is $80,000 per year. 

Avenue5 is growing, and we are in search of a quality assurance specialist to join our dynamic team of Fivers!

Summary of Responsibilities

The quality assurance specialist is responsible for observing, measuring, and documenting all areas of property performance, including leasing, compliance, cash controls, financial reporting, maintenance, marketing and other areas of property operations. This role is instrumental in documenting a property’s performance in accordance with standards approved by Avenue5.

Primary Responsibilities and Objectives

·       Provide guidance, mentorship, support for new associates, including property managers and regional leaders

·       Provide constructive feedback to associates and their supervisors regarding performance and/or property operations

·       Confidently be a single point of contact for Avenue5 associates when questions arise for properties within their assigned region

·       Arrange and manage own travel and related expenses per Avenue5 and departmental guidelines

·       Participate in calls and meetings internally, as well as other departmental calls related to quality assurance

·       Review internal KPIs and reporting to identify and red flags prior to the physical inspection of the property

·       Meet monthly expectations for number of quality assurance audits

·       Conducts bi-annual site inspections to observe property condition

·       Complete assigned Salesforce Quality Assurance record

·       Full knowledge of Avenue5 P&Ps as a measurement for QA scoring

·       Fair and objective scoring that meets predetermined criteria

·       Complete quality assurance checklist and assign follow up tasks that need completing, including critical items

·       Upon supervisor approval, submit quality assurance report card to the property’s operational leadership

·       Prepare communication for regional leaders and onsite teams

·       Introduce Avenue5 policies, procedures, and cultured to new properties and associates

·       Identify property needs that may not be noted on a checklist or assigned task when on integrations or property support assignments

·       Stay up to date with curriculum, platform, and company policy changes

·       Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, and establishing personal networks

·       Relay technical concerns with adequate detail, quickly and accurately

·       Thorough understanding of Avenue5 policies and practices for communications, office and property operations, leasing and marketing, systems, reporting, affordable, risk management, etc., as they relate to the property assignment

·       Complies with all company national standards, applicable health and safety rules and regulations, as well as applicable local, state, and federal fair housing requirements

·       Maintain a climate in which associates want to do their best by leading and communicating Avenue5 core beliefs with associates and providing coaching and development

·       Communicate any concerns to the appropriate parties

·       Perform other tasks as assigned

Education and Experience

·       High school diploma is required. Bachelor’s degree is preferred.

·       Three to five years of property management experience is required

·       Two to three years of direct management experience is required

·       Prior experience in Salesforce, Yardi Voyager, RentCafé, RealPage, OneSite or other equivalent systems is preferred

Skills and Requirements

·       Ability to work independently, under minimal to moderate supervision, and prioritize effectively in a fast-paced environment with a strong sense of urgency.

·       Sensitivity to confidential matters is required

·       Strong interpersonal skills to communicate with others effectively and sensitively, including residents, clients, and all levels of management

·       Must possess strong leadership, management, and delegation skills

·       Ability to make immediate decisions to resolve problems

·       Ability to display good judgement when unpredictable situations arise

·       Ability to tolerate stressful situations

·       Ability to cope with, and defuse situations, involving angry or difficult people

·       Basic level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel

·       Capability to read, comprehend and converse in English

·       Excellent written and verbal communication skills

·       Strong organizational and time-management skills

·       Must always maintain a professional demeanor and appearance, promoting the same to associates

·       Must maintain a valid driver’s license, clean driving record and current auto insurance

·       Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses, if assigned

Scheduling

·       Required to maintain a regular schedule which may require working outside of business hours, weekends, and non-traditional holidays

·       Ability to travel as required (75% - 85%)

·       This is a roving position which will require frequent travel that will vary from light to significant depending on business needs

·       When required, be on-call and assist during property staff deficiencies

Environment

·       Exposure to environment typically found in an office building

·       Exposure to hot, cold, wet, humid, or windy conditions (temperatures may vary depending on the weather in the different regions)

·       Exposure to noise, vibrations, atmospheric conditions, as well as working in confined or restricted spaces

·       Frequent exposure to airports, airplanes, rental cars, hotels, etc.

·       Possible exposure to short-tempered or aggressive people

·       Potential exposure to communicable diseases through frequent contact with public

Physical Requirements

Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform the essential functions. These functions include, but are not limited to:

·       Ability to lift, push, and pull up to 25 pounds

·       Must be able to sit, stand, reach, bend, and stoop for extended periods of time

·       Ability to travel on all forms of public transportation (e.g., airplanes, trains, rental cars, etc.)

·       Hearing and visual ability to observe and detect signs of emergency required

·       Perceiving the nature of sounds at normal speaking levels with or without correction

·       Visual requirements including color, depth perception, and field vision

·       Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct

·       Ability to receive detailed information through oral communication, and to make the discriminations in sound

·       Talking and expressing or exchanging ideas by means of the spoken word those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly

This job description is not an all-inclusive list of functions and tasks. Over the length of employment these functions and tasks may change.

Diversity

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.