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Quality Assurance Specialist I

Company: RealPage
Location: Worcester
Posted on: November 22, 2021

Job Description:

WHO WE ARE: RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.Come join a team where your work makes an impact every day! ABOUT THE TEAM: The Quality Assurance Team is part of the Global Operations Team that supports our Product Support Division. We assist our clients with any questions or issues that arise as a result of using any of the multiple products that RealPage provides. WHAT YOULL DO: The Product Support Quality Assurance Specialist is responsible for monitoring and documenting Agent I communication quality in support of the departmental quality goals and initiatives. The Quality Assurance Specialist I will evaluate calls taken by Inbound phone agents PRIMARY RESPONSIBILITIES: Ensure that Product Support Agents are delivering a high level of customer service within Product Support guidelines.Monitor Product Support Agent I calls for accuracy of information and adherence to call handling standards. Verify that agents are providing accurate solutions to customers and documenting correctly in the CRM system.Record evaluations utilizing departmental quality monitoring forms.Deliver coaching feedback to Tier I agents on call related performance.Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of surveys and then evaluating customer feedback received for Product Support Agent I. REQUIRED KNOWLEDGE/SKILLS/ABILITIES: Bachelor's degree or equivalent combination of education and experience1 year of experience as a Product Support AgentStrong knowledge of customer care processes and techniques with excellent attention to detail.Proven ability to achieve and maintain departmental quality standards.Professional demeanor, dependable and able to maintain confidential information.Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction.Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others.Must communicate effectively with agents, management, internal departments and clients.Proficient in MS Office applications (Word, Outlook, PowerPoint, and Excel)Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.Demonstrated ability to train and develop new and existing Support agents.Flexible, detailed, and able to successfully adapt to change.Ability to work independently. PREFERRED KNOWLEDGE/SKILLS/ABILITIES: 1 year of experience performing Quality Assurance in a call center environmentExperience developing and implementing QA programsExperience with one on one coaching and/or trainingExperience in helping create and implement agent development/action plansAbility to multi-task and deal with a variety of unrelated issues simultaneouslyPrimarily in-office support of clients and support agents, with some travel as needed.Ability to sit or stand for extended periods of time WHAT WE OFFER: At RealPage, were always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

Keywords: RealPage, Worcester , Quality Assurance Specialist I, Other , Worcester, Massachusetts

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