Quality Assurance Analyst- Leasetrack

LeaseTrack allows you and your team to manage your renters insurance compliance, stay informed, and communicate with your residents in real-time. LeaseTrack is an artificial intelligence (AI) system for hire. We automate compliance with your renters insurance requirement without changing your existing renters insurance program or property management software. LeaseTrack was founded as a subsidiary of Effective Coverage, after a decade of managing renters insurance programs for some of the largest owners and operators in the country.
The LeaseTrack Quality Analyst conducts process monitoring and leads problem solving teams dedicated to improving quality and achieving organizational excellence.
LeaseTrack delivers software and services that allow multi-family property owners and managers to manage their renter’s insurance compliance program. LeaseTrack provides the friendly and collaborative environment of a small company with the benefits and opportunities [remove from internal offshore contractor posting] of a larger public parent company.
The Quality Analyst supports the Client Contact Representatives (CCR) and Operations Team by measuring the quality and efficiency of LeaseTrack’s customer communication, document processing, and compliance tracking processes. You will collect, summarize, and present process quality data for improvement teams and customer reviews. By combining the insights gained with your participation in quality management system audits and customer feedback reviews, you will be seen as a trusted and valuable resource for recommending the process changes, individual coaching, or training needed to reduce process errors and increase customer satisfaction.
The position requires a commitment to providing accurate and timely data for trend reporting and problem identification. The ideal candidate will be comfortable facilitating or leading small, cross-functional problem-solving teams. The ability to write, maintain, and update detailed data collection plans and quality procedures is also required.
Principal Responsibilities:
Process Monitoring

• Prepare periodic and ad hoc management summaries of error rates and other quality measures.
• Obtain and prepare data from multiple LeaseTrack and customer databases for subsequent analysis and reporting.
• Review recorded and live CCR calls for conformance to quality standards. Provide feedback to CCRs and Operations leadership.
• Create and maintain reports needed for ongoing trending of data and performance improvement.
• Report potential risks or other significant results to the Quality Manager in a timely manner.
• Work with Operations Leadership and Quality Manager to define quality standards and performance improvement targets.

Quality & Performance Improvement

• Contribute to the assessment and prioritization of risks and improvement opportunities impacting LeaseTrack and its customers.
• Work with the Quality Manager and Operations Leadership to define and communicate quality standards and improvement initiatives.
• Facilitate and lead structured problem-solving teams to increase process efficiency and effectiveness, client experience, and regulatory compliance. Work with team members and leaders to overcome barriers to team success.
• Utilize monitoring and other data to determine the root cause(s) of errors and other inefficiencies. Drive corrective action by recommending and facilitating changes to software, CCR procedures, and staff training.

Operation of the LeaseTrack Quality Management System (QMS)

• Develop workflows, forms, and checklists needed to carry out daily CCR tasks and quality processes.
• Promote a culture of learning and teamwork by encouraging open and frequent two-way feedback.
• Understand and help promote the use of all policies, procedures, and requirements needed to maintain and continually improve the LeaseTrack QMS. Assist other LeaseTrack employees with their understanding and application during internal audits, team meetings, and other forums.
• Support the development and delivery of new hire and refresher training in QMS and structured problem-solving topics.
• Contribute to newsletters and other communications promoting quality principles, techniques, and initiatives.

Other Dues As Assigned.
Education, Experience, Skills, and Abilities Requirements:
Required

• Open to learning and trying new and creative problem-solving techniques.
• Comfortable presenting data, concepts, and recommendations to senior management.
• 3+ years using Excel or similar software to analyze and summarize data.
• Capable of multitasking and prioritizing workloads.
• The ability to interact and communicate effectively in a team environment.
• Ability to coach and mentor team members.
• Strong interpersonal skills, including ability to assess team dynamics and overcome barriers to performing at a high level.
• Strong analytical skills and attention to detail.

Preferred

• Lean Six Sigma Green Belt certification.
• Experience creating and maintaining databases and reports using business intelligence tools (Power BI, QlikiView, or Tableau).
• Prior experience working in a quality role or familiarity with quality concepts.
• Associate degree or higher.

Perks:
Compete compensation; Health, Dental, Vision and Life Insurance; Health Savings Account,
401K, And Many Other Benefits.

• A great atmosphere with a positive workplace culture

The starting pay is $45,000 - $50,000 plus. Salary is negotiable upon time of offer.
Click here for some insight into our culture!