SUMMARY
The Quality Assurance II is responsible for elevating the quality of customer interactions across RealPage’s Tier 1 Product Support team. This role focuses on training, coaching, and monitoring to ensure every customer engagement reflects RealPage’s standards of excellence. By analyzing customer feedback, identifying trends, and delivering targeted coaching, the CX Coach directly impacts CSAT, NPS, and first-contact resolution rates.
PRIMARY RESPONSIBILITIES
Coaching & Development :
- Conduct 1 : 1 and group coaching sessions with CS Specialists to improve communication, problem-solving, and empathy
- Monitor calls, chats, and tickets to identify CX improvement opportunities
- Develop and deliver micro-training sessions on critical topics (e.g., de-escalation, active listening, RealPage product knowledge)
- Create and maintain CX playbooks for common customer scenarios
Performance Analysis & Reporting :
Track and report on CX metrics (CSAT, NPS, customer sentiment, FCR)Partner with matrix partners to align evaluations with CX standardsIdentify repeat customer pain points and collaborate with Product Support to address root causesProvide weekly / monthly insights to leadership on CX trendsOnboarding & Continuous Learning :
Support new hire training with a focus on customer-centric communicationDevelop quick-reference guides, scripts, and role-play scenarios for CS SpecialistsStay updated on RealPage product changes to ensure coaching materials are currentQUALIFICATIONS
Education & Experience :
For Internal Candidates :1+ years as a high-performing RealPage T1 Customer Support Specialists (meeting / exceeding KPIs)1+ year in coaching, QA, or leadership (team lead, mentor, or trainer)Experience mentoring peers or assisting in training (even informally)For External Candidates :2+ years in Tier 1 / Tier 2 technical support(SaaS, property tech, or ERP software preferred)Proven track record of coaching / mentoring in a metrics-driven environment (e.g., QA specialist, team lead)Experience working with CSAT, NPS, or customer feedback toolsTechnical aptitude :
Basic SQL / ticketing system proficiency(e.g., Salesforce, Zendesk)Experience with support KPIs(FCR, AHT, CSAT)KNOWLEDGE / SKILLS / ABILITIES
Required Skills :
Exceptional communication – ability to model and teach professional, empathetic interactionsActive listening & de-escalation techniquesData-driven mindset – ability to interpret CX metrics and translate them into actionRealPage product familiarity (or ability to quickly learn OneSite, YieldStar, etc.)Collaboration – works closely with QA, Training, and Operations teamsPreferred Qualifications :
Certification in Six Sigma, COPC, customer experience (CCXP), coaching, or trainingBackground in property management or real estate techExperience with CRM tools (Salesforce, Zendesk, etc.)Work Environment :
Fast-paced, customer-focused support environment.Hybrid work setupOccasional overtime or on-call support during critical periods.Combination of independent coaching and collaboration with TC / WFM / PC teamsRegular feedback loops with leadership on agent progress