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Quality Assurance Coordinator

1 month ago

Hà Nội, Vietnam Rent Ready Full time

**Job Summary**:
The Quality Assurance Coordinator ensures the quality and reliability of services provided by Rent Ready’s vendors (Pros) through Virtual Quality Checks (VQCs) and direct communication with service providers. This role is responsible for scheduling callback work, tracking vendor performance, and ensuring corrective actions are taken when necessary. The Quality Assurance Coordinator also engages with both vendors and sometimes clients to address quality concerns and improve overall service execution. This role directly reports to the Market Operations Manager.

**Key Responsibilities**:

- Conduct Virtual Quality Checks (VQCs) to assess completed work in paint, clean, carpet, maintenance, wall repair, and resurfacing.
- Schedule and coordinate callback work orders, ensuring service issues are promptly addressed.
- Communicate directly with vendors (Pros) to provide feedback, coaching, and quality improvement guidance.
- Serve as a point of contact for clients when quality concerns require escalation.
- Log findings, rate service quality, and track recurring quality issues in Rent Ready’s system.
- Identify trends in vendor performance and work with the Market Operations Manager to drive improvements.
- Collaborate with Market Operations Managers, Market Operations Coordinators, and Client Relations Analysts to maintain high service standards.
- Utilize reporting tools to target specific Work Orders for quality assessment and follow-up.

**Success Metrics**:

- Be the gatekeeper of the market schedule.
- Complete **20 Virtual Quality Checks per day** on targeted Work Orders (or greater).
- Ensure **timely scheduling and completion of callback work** to resolve service issues (DSATs).
- Conduct **routine check-ins** with vendors and internal teams to address performance trends.
- Maintain detailed records of service outcomes and feedback to enhance quality tracking.

**Qualifications**:

- Fluent in both English and Spanish (written & spoken).
- Reliable internet connection and own a Windows-based computer.
- Adequate experience in quality assurance, vendor management, or customer support.
- Comfortable providing feedback and direction to skilled trades vendors.
- Strong attention to detail and process execution.
- Tech-savvy with experience using CRM systems and reporting tools.

**Additional Information**:

- Work Schedule: Monday-Friday, 9:00 AM-6:00 PM or 10:00 AM-7:00 PM EST.
- Location: Remote, with a preference for offshore talent in Latin America.
- Employment Type: Contract position, paid through 3rd party payment platform.