Quality & Training Coordinator - Brookfield Properties

Location



Charleston - 997 Morrison Drive, Suite 402



Business




We are a leader in the single-family rental (SFR) Aggregation space with over 10,000 homes across the Southeast and Midwest. Maymont Homes was founded in 2011 to bring technology to the single-family rental space. Over the years we have become a full-service acquisition, renovation, and property management company growing throughout the South and Midwest. By the application of efficient processes enabled by advanced software, our company can provide clean, safe, affordable housing to thousands of people. We strive to offer better living opportunities for individual families, which ultimately improve the lives in the communities we serve!




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 also be able to climb several flights of stairs if necessary.


+ Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.


+ Must have finger dexterity for typing/using a keyboard.





Environmental Requirements



+ Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.


+ Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.





The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




DISCLAIMER: This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.




Why work for Maymont Homes ​?




Our Mission – “We Positively Impact the Lives in the Communities We Serve”. We do this through the work we do and the volunteer efforts that the company sponsors. You can make a difference in your community while you work!




Outstanding benefits package – our benefits are provided by Brookfield and offer immediate 5% match on the 401(k) plan, wellness credits that significantly reduce the employee cost for health care coverage, and up to 160 hours of PTO per year for full time employees.




Huge parent company – support and backing from Brookfield Asset Management, one of the largest real estate asset management companies.




Career growth – with our plans for growth and expansion into new markets, there are many opportunities to move up within the company.




Equal Opportunity Employer: Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #MYMT



At Brookfield Properties, our success starts with our people. People like you. We develop, operate, and manage more than 1100 properties and 395 million square feet of real estate across the globe. It’s a feat that wouldn’t be possible without our team, a diverse group of creative visionaries and innovative experts who are relentless in pursuit of one goal: to ensure our buildings don’t simply meet the needs of our tenants, residents, and communities — but exceed them, every day.