Quality and Training Coordinator

Primary Responsibilities: The Quality & Training Coordinator plays a vital role in maintaining and improving the quality standards within the organization. This role is responsible for monitoring agent performance, conducting evaluations, and ensuring compliance with quality protocols. Under the direction of the Quality & Training Manager, the coordinator will assist in facilitating training to deliver consistent, high-quality service and support to customer-facing teams. The coordinator will collaborate closely with the Quality & Training Manager and other departments to uphold the organization’s commitment to excellence.

Skills & Competencies:

Experience in quality assurance, training, or coaching in a customer service environment.

Strong organizational skills and the ability to manage multiple tasks.

Excellent communication and coaching abilities to provide effective feedback and development.

Experience working with cross-functional teams and departments to ensure customer requirements are met.

Ability to collaborate with cross-functional teams.

High attention to detail and dedication to maintaining quality standards.

Proficiency in Microsoft Office, particularly PowerPoint, for creating training materials and presentations.

Demonstrated strong written and verbal communication skills

Ability to prove critical thinking and problem-solving concepts

Experience working in a work schedule environment, including in-office operations, weekends, and holidays, based on business needs.

Essential Job Functions:

Call Evaluations and Coaching (45%)

Conduct call evaluations and one-on-one coaching sessions to provide timely feedback (within 2 business days).

Focus on addressing performance gaps to accelerate agent development. o Ensure continuous improvement in customer interactions by maintaining high service standards.

New Employee Department Training Support (35%)

Assist in the new hire training process, particularly during the nesting phase.

Provide hands-on support to enable quicker onboarding and ensure new team members meet key performance indicators (KPIs).

Event and Content Support (10%)

Assist in organizing company events such as the Q3 Quality Award Celebration.

Develop PowerPoint presentations and other materials to enhance training programs, motivate employees, and promote a culture of excellence.

Calibration Sessions (5%)

Host weekly calibration sessions with front-line leaders and monthly sessions with QA specialists.

Promote alignment and consistency in quality assessments to ensure accurate call monitoring across teams.

Cross-Department Collaboration (5%)

Work with various departments to implement tailored quality initiatives. o Ensure quality standards are aligned and upheld across the organization to improve customer satisfaction and team performance.

Why Work for Maymont Homes?

At Maymont Homes, our mission is simple yet impactful: “We Positively Impact the Lives in the Communities We Serve.” By joining our team, you become part of a company that makes a meaningful difference every day, both through our work and through company-sponsored volunteer initiatives. Here, you’ll have the opportunity to enrich the communities around you—while advancing your career in a supportive and rewarding environment.

What We Offer:

Comprehensive Benefits Package

Our benefits, provided by Brookfield, are designed with your well-being in mind. With an immediate 5% match on our 401(k) plan, substantial wellness credits that help reduce health care costs, and up to 160 hours of paid time off per year for full-time employees, you’ll enjoy a package that supports both your health and financial goals.

Stability and Support

As part of Brookfield Asset Management—one of the world’s leading real estate asset management companies—you’ll benefit from the resources and stability of a large, financially secure parent company. This strong backing allows us to pursue ambitious growth and development initiatives.

Career Advancement Opportunities

With our ongoing expansion into new markets, there’s ample room for growth and advancement within Maymont Homes. We’re committed to investing in our employees’ careers, providing pathways for professional development and promotion.

Resident-Focused Values

At Maymont Homes, our residents are at the heart of everything we do. We believe that exceptional service fosters lasting resident satisfaction, and our commitment to our residents’ needs drives our everyday operations. This resident-first approach reflects our core values and strengthens the communities we serve.

Join Maymont Homes and be part of a team that’s making a positive impact while enjoying a fulfilling and progressive career path.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person