Call Center Quality & Training Coordinator

Location

Charleston - 997 Morrison Drive, Suite 402

Business

Our Growth, Your Opportunity

At Maymont Homes, our success starts with putting residents first. We’re expanding to bring clean, safe, attractive, and affordable housing to more families across new markets. With over 20,000 homes, multiple build-to-rent communities, and more on the horizon, we’re not just a leader in the single-family rental space, we’re a company that truly cares about the people and communities we serve.

As a division of Brookfield, Maymont Homes is growing fast and making an impact. Join us to shape a brighter future for our residents while advancing your career with a purpose-driven team.

Job Description

Job Title:           Quality & Training Coordinator

Reports to:        Quality & Training Manager 

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.
  • 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.
  • Ensure quality standards are aligned and upheld across the organization to improve customer satisfaction and team performance.

                                                       

Physical Requirements

• Capable of working extended hours, to include evenings, weekends and holidays as necessary.
• Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone.
• Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed.
• Position may involve sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must al