SMS Assist Summary
At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. We decided a better way wasn't only possible, but essential. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more, SMS Assist manages more than 186,000 properties where people live and work. Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane. We work across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
Job Summary
The Operations Performance Analyst will support internal operations performance team in the development of quality process improvements, department initiatives, and weekly monitoring of Residential Operations employees. Also responsible for Test Edits.
Responsibilities

• Evaluate and accurately document Residential Operations employees performance and quality of actions based on observations of associated work orders and/or calls
• Ensure company policies and procedures for all forms of communications within the Residential Organization are followed and supported
• Make recommendations targeting business processes, customer service, or other improvements based on analysis of trends and KPIs
• Participate in assessment of training needs and activities to improve employee and company performance
• Prepare and present informational initiatives and analytical data deliverables to various audiences
• Conduct meetings with business partners to deliver and present key findings applicable to the business areas of opportunity for customer experience
• Collaborate with residential operations leadership to identify and implement continuous configuration and improvements to internal team processes to best represent business needs
• Provide coaching support to employees and leadership with communication of areas of opportunity, suggested best practices, and high priority situations requiring immediate action
• Document system configuration, processes, and procedures contributing to intelligence sharing
• Support operations performance team cross-functionally as needed when other aspects of the team require additional assistance

Professional Skills

• Customer Service - Proficient
• Verbal Communication - Advanced
• Written Communication - Proficient
• Teamwork - Proficient
• Organizational Awareness - Advanced
• Learning Agility - Proficient
• Analysis - Proficient
• Process Orientation - Proficient

Role Specific Skills

• Computer Skills: Proficiency in Microsoft Office and Google Sheets required
• System Experience: PlayVox, Amazon Connect, Cisco, Call Miner, Verint, or other quality assurance applications required

Qualifications
Minimum Qualifications

• 2 -3 years of experience in Quality Assurance field

Other Relevant Qualifications

• Bachelor's degree preferred

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.