Jobs for Humanity is collaborating with The RRS Group Inc to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. 

Company Name: The RRS Group Inc

The RRS Company and its affiliated entities, the RRS, have offered real estate development-related services to investment grade clients for decades. These services are focused on providing site acquisition, architectural services and development management for commercial offices and industrial properties. Our customers receive innovative integrated enterprise solutions for all building services. As part of this integrated process, our company can provide impactful consultation services on the marketing and financial aspects of a real estate development project and Facility Solutions.

But that’s not all…we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with RRS,Inc (MLBA). MLBA is our award-winning, in-house non-profit charity that’s focused on empowering people through mission-focused work.

Our Core Values

Integrity | doing the right thing when no one is watching and acting with uncompromising honesty. We believe in maintaining lasting relationships based on honesty, consistency and the highest ethical standards. This creates credibility in our personal and professional relationships.

Caring | showing concern, empathy and compassion for others, ourselves, and our environment. Our care shows itself in our commitment to “safety first” in all we do. We encourage each other to be the best and hold each other accountable. We help those in need, contribute to the communities in which we work and develop creative ways to be responsible with our resources.

Integration | working unselfishly toward common goals across disciplines, teams, departments and regions. Our collective contributions are greater than our skills. We will be transparent and understand each other’s expertise to provide the most value when delivering our services to one another and our clients.

Innovation | developing new ideas and applying the solutions that differentiate us in valuable ways. We are not comfortable with the status quo. We remain accountable for continuous improvements in our results because we do not consider innovation an end in itself. We maintain an environment where we foster new ideas and encourage changes that help us improve.

                 If you share these core values, we have the right opportunity for you

We anticipate the application window for this opening will close on: 03/25/2025

We encourage you to apply directly through our RRS Group Careers site:

 https://careers.smartrecruiters.com/RRSInc

We are seeking a detail-oriented and analytical Quality Assurance Analyst to join our remote team based in the United States. In this role, you will be responsible for ensuring the quality of our software products through comprehensive testing and analysis.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls to ensure quality service delivery.
• Assess agent performance based on key performance indicators (KPIs) such as accuracy, professionalism, empathy, and adherence to company policies.
• Provide detailed feedback to agents regarding call performance, including areas of strength and improvement.
• Identify trends and potential issues in call center operations, providing insights and recommendations for continuous improvement.
• Develop and maintain scoring criteria for evaluations based on customer experience best practices.
• Provide coaching and training to agents, as necessary, to improve service quality and meet organizational goals.
• Review and evaluate service in both English and Spanish, ensuring cultural and linguistic appropriateness for each language.
• Assist in preparing regular reports and summaries of quality performance metrics for leadership.
• Conduct regular audits of agents' calls to ensure compliance with regulatory and internal standards.
• Collaborate with team leads and management to ensure alignment of quality goals with business objectives.
• Handle customer feedback and complaints when necessary to identify areas of improvement in service delivery.

Requirements:

• Fluency in English and Spanish (both written and verbal) is required to ensure quality assurance for bilingual customer interactions.
• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Previous experience in a call center environment, preferably in a quality assurance role.
• Knowledge of call center metrics and key performance indicators (KPIs).
• Strong analytical skills with attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently as well as part of a team.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and call center software (CRM, QA platforms, etc.).
• Strong problem-solving and decision-making skills.
• Ability to handle multiple tasks efficiently in a fast-paced environment.

Preferred Qualifications:

• Previous experience in a bilingual call center environment.
• Experience with call monitoring software or QA platforms.
• Familiarity with customer service best practices, including handling complaints and providing solutions.
• Certification in Quality Assurance or relevant certifications is a plus.

U.S. APPLICANTS ONLY:  The salary rate for this position is anticipated to range between $46,000 – $63.000. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee’s pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package, including Medical/Dental/Vision insurance, Company-matching 401(k), Employee Stock Purchase Program, and Tuition Reimbursement, in addition to other programs and perks. 

Work Authorization: Permanent Authorization to work in the U.S. is a precondition of employment for this position. RRS Group will not sponsor applicants for work visas in connection with this position. Future sponsorship will not be considered. E-Verify Program Participant: R.R Holding Services participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only).

RRS Group is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.