Quality Assurance Administrator

Job purpose

This position is responsible for examining the system database for violations of the MLS PIN Rules and Regulations and related policies (together, the “Rules”), taking appropriate disciplinary action when such violations are confirmed, and educating customers and other parties regarding the Rules.

Duties and responsibilities - Primary

Reviews incoming complaints of Rules violations involving listings in the company’s property listing database. (Complaints may be received via email, telephone, mail, fax, in-person meeting, or other means.) Reviews internal, prepared reports to verify that listings in the database are compliant. Investigates and/or audits listings, when appropriate, in response to such complaints or reports. If any violations are confirmed, issues the appropriate reminder, warning, fine, or suspension of service, and ensures remedy for any ongoing violation as and to the extent called for by the Rules. Sends the necessary written correspondence to customers and/or other parties.

Independently reviews audited listing agreements and other documents. With guidance from the Quality Assurance Manager, interprets such documentation in the context of the Rules.

Submits fines assessed by Quality Assurance for billing on a designated schedule. Coordinates with Membership for enforcement of any suspension of service assessed by Quality Assurance.

Responds to any customer request for a waiver or reduction of a sanction that Quality Assurance assessed. If necessary, forwards the request, along with any necessary supporting information, to the Quality Assurance Manager and/or Senior Staff for review. May participate in the process of reviewing the customer request. Corresponds with the customer, as needed, throughout this process.

Responds on behalf of the CEO to incoming reports of copyright infringement related to listings in the database. Promptly removes or disables access to information that is identified in a properly filed notification of claimed infringement. Coordinates with the Quality Assurance Manager and/or Senior Staff to send all necessary written correspondence to the parties involved.

Answers questions, pertaining to the Rules, from customers, employees, or other parties. Questions may be presented via email, telephone, mail, fax, in-person meeting, or other means.

Tracks all reports, correspondence, and notes in the company’s customer relationship management (CRM) system.

Assists in creating, reviewing, updating, and documenting department procedures.

Duties and responsibilities - Secondary

Provides backup telephone support to the Customer Care department when necessary.

Receives direction and support from the Quality Assurance Manager.

Qualifications

Required:

· Associate Degree or equivalent work experience

· Basic proficiency with Microsoft Windows, Microsoft Outlook, Microsoft Word, Internet web browsing, and other basic programs and procedures common to PC computing

· Strong business writing and composition skills

· Strong typing skills

· Strong critical thinking and decision-making skills

· Strong investigative skills and attention to detail

· Strong analytical, logical thinking, and problem-solving skills

· Strong listening and reading skills

· Strong verbal communication skills

· Strong work ethic and initiative

· Ability to read and comprehend language in contracts and other legal documents

· Ability to think quickly and respond appropriately to complex policy-related questions

· Ability to interpret policies and manage situations in which a policy may be ambiguous

· Ability to maintain confidentiality with respect to contracts and other sensitive information

· Ability to work cooperatively with co-workers and management toward common goals

· Ability to prioritize tasks and effectively manage multiple cases at a given time

· Polite and patient – and, when necessary, firm – manner in dealing with complainants, violators, and other interested parties

· Dependability in showing up to work assigned shifts

Working conditions

Office environment. Moderate noise. Position may require part-time or full-time telecommuting in the event of inclement weather, epidemic, or other business necessity.

Physical requirements

Requires clear communication in person over telephone, and via email and/or other electronic means. Visual acuity adequate to perform job duties, including visual examination of data and reading information from printed sources and computer screens. May require lifting of up to 15 pounds.

Direct reports

No positions are supervised in this role.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Shrewsbury, MA 01545