Job description
At Realtor.com®, we have among the most comprehensive and accurate coverage of real estate listings and the most engaged users across all the online real estate portals. Our mission is to make buying, selling, renting, and living in homes easier and more rewarding for everyone.
Building your career? Build it better at Realtor.com®. Join us and help change the world of real estate, one home at a time.
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 org 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/or 3+ years of experience working in a call center environment interacting with customers / prospective customers
- 1-2 years sales experience
- 1+ years of professional experience (Quality Assurance experience preferred
- Bilingual in Spanish (Preferred)
- Proficient in GSuite (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
Do the best work of your life at Realtor.com
Here, you'll partner with a diverse team of experts as you use leading-edge tech to empower everyone to meet a crucial goal: finding their way home. And you'll find your way home too. People are our foundation—the core that drives us passionately forward. At Realtor.com, you'll bring your full self to work as you innovate with speed, serve our consumers, and champion your teammates. In return we'll provide you with a warm, welcoming, and inclusive culture; intellectual challenges; and the development opportunities you need to grow.
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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