Responsibilities:

- Maintain and develop internal support and quality standards;

- Assess support interactions based on internal standards; (calls, emails, chat)

- Monitor customer service performance on the agent and team level;

- Accompany evaluations with meaningful and constructive feedback;

- Discuss and explain feedback with agents in regular meetings;

- Create strategies to improve skill gaps

- Create reports to identify common agent opportunities

- Map the need for training to address common agent opportunities.

- Participate in calibration sessions to maintain consistency in internal evaluations;

- Contribute to the team culture in a positive manner.

---> Extensive experience in Quality Assurance.

---> High attention to details.

---> Have a clear understanding of Root Cause Analysis.

---> Above average Presentation Skills.

---> Experience in Process Improvement is a plus but not required.

About Poplar Homes

"Poplar Homes is a national technology-enabled property management company that empowers property owners and residents throughout their lifetime real estate journey. With remote staffing and a proprietary full-stack platform, Poplar offers zero-fuss leasing, managing, and maintenance services to over 15,000 doors across 17 states and 25 major markets. For renters entering the market, Poplar rebalances the power dynamic and makes it easy to get approved, view available properties, and rent a home online. For property owners, Poplar Homes makes maintaining a rental home as easy as managing a stock portfolio online. Poplar’s coast-to-coast expansion brings national tools to local teams, empowering investors to manage and monetize residential rental property across disparate locations while increasing efficiencies by 5x and saving thousands in operating costs."