Quality Assurance Analyst (Remote)

Job Title: Sales Quality Assurance Specialist

Reports to: Sales Center Manager

Direct Reports: None

Department: Sales Center

Location: Sales Center – Remote

FSLA Status: Non-Exempt/Hourly

Work Category: Remote Team Member

Position Status: Full-time

Working Schedule: Monday – Friday 5:00 AM to 7:00 PM

Base Salary Range: Commensurate with experience ($25.00 -$28.00/hour)

Travel: 0-10%

About Westport Properties

Founded in 1985, Westport Properties (“WPI”) is an owner-operator of self-storage, multifamily and industrial properties across the United States. The Company is a fully integrated operator that develops, acquires, and manages its portfolio as well as providing third-party management services. As of January 2022, WPI has approximately 12 million square feet of self-storage space under management with its US Storage Centers brand and 638 multifamily units, employing approximately 400 people nationwide. WPI is a founding partner of the 501(c)3 Kure-It, a non-profit organization that raises money for underfunded cancer research, and Charity Storage, a 501(c)3 that uses vacant storage units to raise money for local charities. To date, Kure-It has raised over $12M and Charity Storage has raised over $500K.

Job Summary

The Sales Quality Assurance Specialist will regularly listen to inbound and outbound calls to evaluate team member adherence to company guidelines regarding our established sales process, communication style, product knowledge, issue resolution, and customer service etiquette. This role will be responsible for the assessment of team members’ performance against established quality standards, identifying areas for improvement, providing feedback to agents, essentially ensuring customer interactions adhere to company policies and delivering high-quality service through regular call monitoring and evaluation.

This position provides support to the Operations team and serves as a key training resource by providing comprehensive feedback to team members and their managers, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions. Their duties include analysis of evaluation results, identifying skills gaps, conducting remote training sessions, and ensuring staff members stay motivated. Additionally, the specialist will be responsible for maintaining accurate and detailed records of evaluation scores, feedback provided, and action plans implemented, ensuring data integrity and reporting accuracy.

The qualified person for this position will have sales/call center experience, excellent listening, verbal, written, and interpersonal communication skills. Additionally, they should have a proven successful history in a Sales/Call Center agent and/or training role, managing the day-to-day functions and responsibilities while remaining focused on helping team members build necessary skills and knowledge so they can meet departmental requirements and better support our customers. The ideal candidate should be a friendly, approachable individual with effective teaching and communication skills and able to maintain excellent communication and successful reporting relationships with multiple departments, field management, and Company Personnel at all levels.

Key Essential Functions & Areas of Responsibilities:

Coaching

• Review quality evaluations and utilize data to structure individualized coaching plans to drive increased sales conversions.
• As required, conduct one-on-one coaching sessions and/or group training sessions to:
  • Ensure a minimum standard of 85% is being achieved
  • Address recurring issues or patterns in performance based on pre-defined quality metrics
  • Clearly define quality assurance standards
  • Establish structured training expectations
  • Improve skill sets like active listening, product knowledge, critical thinking skills, sales process, professionalism, and closing techniques.
  • Reinforce best practices
  • Promote continuous improvement among team members.
  • Ensure adherence to regulatory requirements and company policies regarding data privacy, sales practices, and customer information handling.
  • Provide team members with frequent performance updates and opportunities to discuss feedback being provided.

Management Collaboration

• Partner with District/Regional Managers to:
  • Create monthly coaching schedules based on each employee’s development needs.
  • Communicate weekly/monthly coaching feedback to District/Regional Managers
  • Communicate immediate feedback on any urgent concerns and/or lack of engagement
  • Strategize group training sessions to minimize lack of management coverage at the field locations.
  • Develop and implement strategies for continuous improvement.

Reporting

• Deliver professionally written reviews, reports, and information as they pertain to various departments and the company’s quality assurance needs. These reports should include but not be limited to the following:
  • Detailed coaching forms including evaluation scores, feedback provided and implemented action plans.
  • Individual and/or team progress reports and recommendations.
  • Month end summaries measuring each team members’ ability to meet quality metrics, identifying trends, and presenting findings to management to inform decision-making.
  • Detailed report measuring effectiveness of training sessions and long-term trending.

Process Improvements

• Evaluate the effectiveness of training programs and make recommendations for improvement
• Collaborate with management to contribute to continued development of the Quality Assurance training program.
• Participating in regular meetings with management and/or vendors to ensure consistent evaluation standards across the team.

Other Duties as Assigned

• Periodic special projects and duties may be assigned based on Company need and requirements
• Must be able to perform a variety of duties, often changing from one task to another, with frequent interruptions or distractions and within tight deadlines
• Regular worksite attendance in accordance with Company’s Attendance Policy is required for this position

Job Qualifications Requirements

• 1-3 years of experience in quality assurance or call monitoring within a call center environment
• 1 -3 years of training experience in a sales/call center environment.
• Intermediate to advanced skills in word processing, presentation, spreadsheet and other software, Microsoft Office, i.e., Outlook, Word, Excel, PowerPoint

Remote Work Requirements

• Internet connections must meet the following speed criteria:
  • Minimum Download Speed: 100 Mbps
  • Minimum Upload Speed: 10 Mbps
  • Maximum Ping: 20 MS

Skills

• Strong analytical and listening skills to evaluate call quality.
• Proficiency in using call recording and quality monitoring software
• Exceptional written and verbal communication skills to provide clear, concise, and constructive feedback to agents and stakeholders.
• Ability to professionally interact with people at all levels inside and outside of the Company.
• Strong attention to detail and the ability to identify nuances, patterns, and areas for improvement with customer interactions
• Ability to adapt quickly to changing priorities and environments in a fast-paced contact center setting.
• Excellent analytical and problem-solving skills to interpret data, identify trends, and provide meaningful insights to drive quality improvements.
• Ability to provide effective coaching and mentoring to team members, supporting their growth and development.
• Deep commitment to delivering outstanding customer experience and an understanding of customer expectations and needs.
• Strong teamwork and collaboration skills to work effectively with supervisors, managers, and other stakeholders in implementing quality initiatives.
• Excellent time management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.
• Be comfortable engaging with a wide range of technology, including Microsoft Office 365, Quality Assurance Tools, Call Recording Tools, Speech Analytics, and others.
• Must maintain a minimum of 40 wpm typing.
• Superior attention to detail and accuracy
• Ability to work autonomously and demonstrate sense of urgency
• Ability to use discretion in handling confidential information
• Proactive, self-starter, goal oriented and ability to work independently
• Maintain a positive attitude and composure in an administrative support role
• Uphold Company’s Vision, Mission Statement and Core Values

Physical Demands

• Stationary Position: Frequently remains stationary up to 90% of the time and sitting up to 8 hours
• Move/Traverse: Infrequently bend, stand, stoop and/or walk
• Carry Weight: infrequently carry weight and/or lift objects (light to heavy) weighing up to 10 pounds
• Hearing and Speech: Frequently communicates with the ability to hear and talk on a regular basis with employees, coworkers, and all personnel matters; must be able to exchange accurate information in these situations
• Sight: frequent use of sight to detect images on computer, office documents, and office objects near and far

Westport Work Category

• Remote Team Member: Team members who perform their responsibilities exclusively from home 5 days a week.

Work Environment

• Regular professional, office business setting
• Noise level ranges from low to moderate (if in office setting)
• It is the team members’ responsibility to ensure a safe and healthy work environment. The team member’s work area needs to be in a designated space, professional and presentable as such during video conference meetings with a minimum of visual or audio distractions. If a team member needs ergonomic support for their work area, please contact WPI’s HR department.

Benefits for Full-Time Employees

• Paid Time Off
• Paid Holidays
• 401(k) Eligibility
• Health Benefits: Medical, Dental, Vision
• Life Insurance Benefits
• Supplemental (Flexible Spending Accounts, Disability, Cancer/Critical Care, Hospitalization, Accident)
• Recognition of Hard Work and Exemplary Performance
• Clean, Air Conditioned, Friendly Working Environment
• Discretionary Bonus Based on Several Factors

At-Will Employment & Equal Opportunity Employer

Westport Properties, Inc. is a parent company of US Storage Centers (USSC) which provides at-will, equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, or

genetics. Furthermore, Westport Properties, Inc. expressly prohibits any form of workplace harassment and discrimination based on age, disability, color, genetics, marital status, national origin, race, religion, sex, sexual orientation, or veteran status in compliance with federal, state, and applicable local laws governing employment and labor law in every location in which the company conducts business. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Disclaimer

All Employees must pass a post-offer, pre-hire background screening which includes a multi-state criminal check and DMV Records in accordance with federal protected FCRA/FACTA Requirements for Investigative Consumer Reports, CA ICRA, and other state mandated requirements for employment purposes. Furthermore, this job description is subject to change at any time. Nothing in this job description is meant to guarantee employment status and/or position. This job description neither restricts nor prevents management’s right to assign and/or reassign duties and responsibilities to this job at any time of the essential functions. It does not proscribe or restrict the tasks that may be subsequently assigned.

Essential Job Function for Reasonable Work Accommodation

According to the Americans with Disabilities Act (ADA), Equal Employment Opportunity Commission (EEOC) and the California Fair Employment and Housing Act (FEHA), employees must be able to perform the essential job functions with or without a reasonable accommodation. The Company will provide reasonable work accommodations to allow the employee to perform their essential job functions and duties as detailed above. If you feel you need reasonable work accommodations, please contact the Human Resources department at (949) 748-590

Salary : $25 - $28