Quality Assurance Specialist

Job Description

Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®.  At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.

The Quality Assurance Specialist provides effective evaluation, measurement, and reporting of departmental employee customer interactions. Evaluates and measures the quality of selected interactions against department standards for accuracy, efficiency, and experience. Monitors customer interactions to identify employee and company level of adherence and performance to established standard operating procedures, policies, and guidelines. Effectively communicates coaching opportunities to a wide range of audiences while ensuring the feedback is constructive and effective. Identifies common customer issues, partners to improve customer experience, and standardizes communication processes. Monitors, documents, and reports key observations of inbound and outbound call behaviors. Work is routine or follows standard procedures. Work is closely supervised. Communicates information that requires little explanation or interpretation.

Responsibilities:

• Monitors, documents, and reports inbound/outbound calls and assesses employee demeanor, technical accuracy, customer service/sales performance, adherence to company policies and procedures, and legal guidelines and regulations. Takes customer calls and/or shadows employees to maintain functional skills and stays current with department procedures.
• Measures departmental employee use of customer service skills, approved communication materials such as call guides, frequently asked questions, and other knowledge articles to handle each customer interaction effectively and accurately. Uses the quality monitoring system to compile and track performance at a team and individual level.
• Engages in calibration sessions with appropriate operational and training stakeholders. Observes and identifies quality and performance trends. Provides recommendations to increase quality effectiveness and desired outcomes and/or corrective action plans with direction / guidance from management. Collaborates and communicates with operational and training stakeholders to identify areas of improvement, training needs, and expectations.
  
  
  

Requirements:

• High school diploma or GED required.
• Bachelor’s Degree in Communications, Business Administration, Business Management, Science in Quality Assurance and/or related field preferred.
• Minimum 0-2 years experience in a Call Center, Customer Service, Quality Assurance, and/or related field.
• Bilingual (English/Spanish) verbal and written preferred.
• Intermediate knowledge and experience in Sales and Customer Service industry experience, preferred.
• Intermediate knowledge and experience in Microsoft Office Suite and PC skills.
• Excellent verbal and written communication, problem-solving, time management, and conflict resolution skills.
• Strong relationship management, organizing, and customer service skills.
  
  
  

Build your career with us:

At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers.

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