Quality Assurance Specialist - Customer Service Division
Job Vacancy Announcement
The Quality Assurance Specialist reports to the Director of Customer Relations Division and performs routine quality assurance work in a contact center environment. Work involves monitoring phone calls, reviewing emails, planning, developing, and administering internal quality assurance and compliance activities. Works under moderate supervision, with limited latitude for the use of imitative and independent judgement.
- Consistently monitor phone calls for quality and document errors
- Review out going emails for grammar, punctuation, spelling, and content
- Meet pre-determined quality monitoring goals on a weekly and monthly basis
- Knowledge and understanding of TREC/TALCB licensing, renewals, online services, fees, and forms
- Participate in corrective action planning and service improvement activities
- Analyze quality control error findings and report trends or patterns
- Attend work regularly and observe approved work hours in accordance with agency/division leave and attendance policies
- Ability to work in a virtual self-management/self-motivated environment
- Support contact center phones and emails during peak times to ensure division is meeting key performance indicators
- Access database information to assist license holders and the public
- Provide exceptional customer service to internal and external customers
- Assist in maintaining a division notebook to use as a reference for all TREC/TALCB rules, laws, contracts, forms, and procedures
- Perform other duties as assigned
- Graduation from a senior high school with a diploma or GED
- Two (2) years of full-time working experience in a contact center environment
- Two years of work experience in a contact center environment with concentration in quality assurance
- Two years of work experience of TREC/TALCB licensing, renewals, online services, fees, and forms
- Texas Real Estate license holder (Cannot hold an active license if employed by TREC)
- Knowledge of general business procedures and use of standard office equipment
- Skill in operating a personal computer with word processing, database, and spreadsheet software
- Skill in providing excellent customer service to both internal and external customers
- Effective verbal and written communication, human relations, and organizational skills
- Ability to communicate professionally via telephone and email
- Ability to retrieve information quickly and accurately from a computer database
- Ability to maintain composure in high-pressure situations
- Ability to quickly learn the rules and procedures for TREC/TALCB
- Ability to willingly accept and use constructive criticism/feedback to improve performance
- Ability to work successfully in a dynamic, fast-paced, multi-tasking environment
- Ability to adapt successfully to change
- Ability to successfully function as a team member and work effectively with team leaders, managers, and co-workers
- Ability to consistently present a professional image to license holders, the public and co-workers
Normal office work environment, mostly sedentary in nature. Involves speaking to groups of people. May involve walking; standing; remaining stationary for long periods of time; pulling and pushing; kneeling, stooping and bending; and safely lifting and carrying items weighing up to 30 pounds. Work involves extensive phone usage and repetitive hand/wrist/finger motions while using the computer.
All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Applications will not be considered until all required documentation is received by TREC/TALCB.
For job opening inquiries or to request a reasonable accommodation under the Americans with Disabilities Act please contact the TREC Human Resources by phone at 512-936-3604. Applications must be received by the closing date in order to be considered for this posting.
A skills assessment may be administered during the interview
Military Crosswalk Information: MOSC_ComplianceInspectionandInvestigation.pdf
TREC/TALCB provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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. Applicants should communicate requests for disability-related accommodations during the application process to Human Resources. 1-800-RELAY TX (for hearing impaired).
TREC participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Section 651.005 of the Government Code requires males, ages 18 through 25, to provide proof of their Selective Service registration or of their exemption from the requirement as a condition of state employment.
Applicants who possess a valid Texas Real Estate License with be required to place their license in an “Inactive” status.
Only applicants interviewed will be notified of their selection or non-selection. Resumes will not be accepted in place of a completed application.
TREC Human Resources Department: firstname.lastname@example.org