Quality Control Analyst

Chicago, Illinois, United States · Quality Control


Pangea Properties is a vertically integrated, privately held real estate investment trust (REIT) headquartered in Chicago, IL. Founded in 2009, our mission is to bring high quality, professional property management to the fragmented and unsophisticated workforce housing category. We believe that by leveraging our operational platform, Pangea can provide institutional capital with access to a vast and untouched, high yield asset class. We lead with operations and are accomplishing our mission by incorporating data, technology and excellent customer service to all units under management. We strive to deliver service, value and care, to all our residents. In just over 7 years, our portfolio has grown to over 13,000 apartment units owned and operated in Chicago, Indianapolis and Baltimore and approximately 480 employees, the majority of whom were sourced internally and promoted from within.

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The Call Center Quality Control Analyst researches, compiles, analyzes, and reports operational information, practices and trends for Pangea’s Call Center. The role directly reports to QA Department Manager. The Quality Analyst serves as a liaison between business users and the department to identify strategies for evaluation of key performance indicators (KPIs), quality metrics as well as agent behaviors.

Duties of a Quality Control Analyst:


Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree 1-3 years' experience in internal auditing, quality assurance or quality control required. Prior call center management experience a plus.

Independent self-starter; who is looking to master tasks and increase contribution as needed Excellent verbal and written communication skills Strong listening, analytical and research skills Experience with Microsoft office suite including Microsoft Excel Experience with Real Estate based operating systems such as Yardi a plus.


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