Position Type: Full time
State: VA
City: Virginia Beach
Zip Code: 23452

Overview

AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we’ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term.

Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.

The Role

The Training and Quality Assurance Manager leads and supports the Call Center Training department, to include inception to delivering training requirements for the CCC Associate and Manager population. Additionally, this role leads and supports the Quality Assurance team and program. The Training and Quality Assurance Manager assists in the design and establishment of training, quality and change control programs and activities dedicated to supporting the operations of the CSO department (Customer Support Operations) including the Community Support Team. This position designs, implements, delivers and leads programs for both new and existing associates, and business processes, with the goal of ensuring adherence to any and all corporate policies, and ensuring optimum performance while striving to provide World Class Service.

This position will be based out of the Virginia Beach, VA or San Antonio TX, Customer Care Centers

Duties and Responsibilities

- Leads the Call Center Training and Development and the Quality Assurance teams, ensuring dedicated, professional performance from team members.

- Manages Customer Support Operations Training program, ensuring results align with changing business needs. 

- Ensures alignment between Training and Quality initiatives, and ensure these local initiatives align with and support company goals.

- Manages Quality program and associated change management processes.  Ensures continued and updated documentation of policy and procedure changes.

- Supervises assigned associates.  Assumes responsibility for recruiting, scheduling, work assignments, training and performance appraisals within area of responsibility; makes decisions or recommendations regarding personnel actions.

- Conducts dual verification of quality analysts.

- Continually assesses and improves process monitoring programs for Customer Support Operations line groups to include detective and preventive auditing. 

-Periodically reviews and evaluates line group process and procedures, in conjunction with Senior Management team, to ensure compliance with all policies and operating standards.

- Assists with development of training materials in varied and improved delivery media forms.

- Continues to assist with training design, delivery and measures effectiveness of new hire and initiative-based curricula, as well as monitor trainer performance.

- Communicates and ensures implementation and achievement of all established performance standards and metrics for assigned team members.

- Provides coaching, development, feedback and remedial training for all team members.   

- Ensures that career development plans are established and implemented for all team members.

Minimum Qualifications:  

Education: 

•    Bachelor’s degree in Business or related field, or in lieu of a degree, history of progressive experience in responsibility and supervisory roles within a shared services call center

Experience:  

•    Minimum three years quality assurance and/or training experience in a contact call center or shared services environment.

Knowledge, Skills and Abilities:

•    Possesses customer service knowledge and ability to deliver exceptional customer service as demonstrated by prior work experience.

How AvalonBay Supports You

Additional Info

AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment.  We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.

AvalonBay makes employment decisions without regard to a person’s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.

For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)

Job ID JR104202