Maintenance Quality Assurance Analyst

Who We Are

Sylvan Road is a technology-enabled, data-centric, and vertically integrated investment management firm focused on single-family real estate. As a pioneer of the emerging institutional asset class of single-family rental housing, Sylvan Road has developed a sophisticated business model over the last decade. We have several distinct business operations in investment management, brokerage, construction, property management, field services, and software development, each of which operates in concert with each other to deliver on investor returns and resident satisfaction. Operating primarily as a virtual employer, our success comes from the high value we place on our people, process, and technology.

Why Work For Us

Sylvan Road is experiencing tremendous growth and so we are in the midst of an exciting transformation to better support a high-growth, dynamic business. This opportunity will enable you to make a significant and notable impact within our organization and to contribute to our development. We come to work every day excited by the growth of our industry and our company, as we play a role in spurring its expansion and success. We are looking for like-minded people who are passionate about driving innovation in order to make a meaningful difference for our employees, residents, and investors.

Role Objectives & Responsibilities

The Maintenance Quality Analyst is responsible for performing quality assessments and process reviews of maintenance work orders. This position utilizes a variety of software tools to audit service requests to ensure information was appropriately documented, routed, and assigned, correct approvals were received, vendor documentation and photo/video evidence received, and appropriate costing and billing information are aligned to the work order. This role will regularly interface and collaborate with leadership in Field and Shared Services, Renovation and Turns, and Accounting. Additionally, this role will have regular and frequent interactions with vendors- by phone, email, and virtual meetings.

This role is fully remote, with shift hours based in the Eastern Time Zone.

Primary Responsibilities:

• Reviews reconcile and close work orders according to procedure

• Perform quality reviews on active and completed work, documenting results and providing coaching to internal staff and vendors

• Performs reviews of completed work orders and all associated documents, photos, videos, and billing information to ensure proper adherence to procedure and best practices

• Regularly provides training and coaching regarding work order management, processes, controls, reporting, and procedure

• Maintains and monitors critical KPIs and workflow statuses to the Maintenance Leadership team

• Collaborates with Accounting to reconcile vendor invoices, and assists in the timely processing of payment. Regularly communicates with vendors regarding billing and invoicing through email, phone, and occasionally in virtual meetings

• Conducts regular audits of Accounting and punch list reports, ensuring that the work order cost is less than or equal to the approved actual cost

• Management of weekly Accounts Payable reports that require Field Services intervention

• Regularly partners with the leadership team in Field and Shared Services to provide trend information, update coaching and knowledge management documentation, support training and retraining initiatives, and recommends alternatives to process, workflow, and other initiatives that support business objectives and projects

• Gathers, reviews, and provides reports on process controls, efficacy, timing, cost, and quality performance

• Partners with Special Projects to drive new initiatives, including but not limited to automating processes, vendor selection, knowledge management, and maintenance standards and specifications

Requirement Knowledge & Experience

• Education (Required):

• Associates degree or equivalent

• Experience (Required):

• Prior residential/multifamily maintenance experience

• Previous quality assurance or process review/design experience

• Experience gathering, documenting, and presenting feedback and data trends

• Previous experience creating and delivering training document

• Experience (Preferred):

• Previous call center, sales, or customer service-based experience

• Previous experience utilizing work order management tools and systems

Required Skills

• Strong attention to detail

• Ability to use Microsoft Office and Google Suites, especially Microsoft Excel

• Proven ability to multi-task

• Strong verbal and written communication

• Strong customer service skills, including de-escalation

• Ability to thrive in a fast-paced, high-growth ‘start-up’ mentality environment

• Must be flexible and adaptable with the ability to pivot as needed

• Ability to meet tight deadlines and thrive under pressure; commitment to results and solution-oriented

• Ability to work with a high level of autonomy in a virtual setting with the ability to consistently meet goals and SLAs

• Ability to work on numerous high-priority initiatives with limited supervision

• Demonstrated ability to negotiate and influence

• Must have a high EQ and the ability to work with multiple business lines, personalities, and stakeholders while remaining professional and respectful

• Unrelenting attention to detail with an eye for accuracy and consistency

What We Offer

• Market rate competitive compensation

• PTO (paid time off) and 11 company-paid holidays

• Comprehensive Benefits Package: Medical, Dental, Vision, etc.

• 401K with company match

• Remote working environment

Organizational Relationships

• Reports to: Manager, Maintenance Triage

Sylvan Road and its affiliates is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal or State Law.