• Responsible for activities and processes that help the sales organization achieve business objectives. • Sales force effectiveness, productivity analysis, allocation of resources and territory coverage, sales incentives. • Cleans and maintains data in Commercial and other core systems (CRMs, SFDC, ERPs, etc.). • Uses analytical thinking and commercial experience to execute policy/strategy. • Ability to prioritize information for decision making. • Work independently and interact effectively with employees and managers.

• Apply alternate format rules, industry standards, and Crawford Technologies guidelines. • Learn and apply accessibility standards such as WCAG, PDF/UA, and HHS requirements. • Configure and manage proprietary software, including ICF/INI files and processing logic. • Build, test, and maintain automated applications used to create accessible customer documents. • Assist with document accessibility assessments and generate assessment reports. • Work with configuration files, proprietary tools, and version control systems across test and production environments. • Participate in requirements gathering, estimating timelines, and documenting application updates. • Troubleshoot application issues using diagnostic tools and guidance from senior team members and managing incident tickets. • Communicate requirement changes to the Project Manager. • Provide training to team members and support occasional client training sessions. • Continuously learn new tools, programming concepts, and accessibility best practices.

What you will do: The Broker Transaction Analyst (BTA) is a dynamic role focused on delivering hands-on, customer-centric service through meticulous review and management of contracts, addendums, notices, and agreements associated with eXp client and customer transactions. Leveraging advanced technology, including AI-enhanced workflows within eXp’s transaction management system, the BTA ensures thorough compliance and accuracy in all documentation. This role requires specialized education and advanced licensing to effectively support the Designated Managing Broker in overseeing eXp Realty brokerage operations within their state. A real estate license is required for this role. The BTA is integral in cultivating a collaborative team environment, proactively assisting agents to deliver exceptional brokerage services while ensuring adherence to state license laws, REALTOR association requirements, and MLS standards. Responsibilities include detailed transaction review, compliance training, and active participation in the eXp Risk Management initiatives and programs. The BTA will bring a proven track record of promoting risk management best practices, a deep understanding of real estate transaction workflows, and a collaborative, solutions-oriented approach. This role requires a "Customer service-focused collaborator with an eye for detail." This role requires a person who can seamlessly implement innovative technology-driven systems and processes, fostering a highly cooperative, team-focused work atmosphere and demonstrating an unwavering commitment to excellence. How you will make an impact: - Collaboratively support the Designated and Managing Brokers to ensure eXp agents consistently deliver outstanding real estate brokerage services. - May be asked to conduct training sessions to improve agents' knowledge of contracts, risk management practices and duties under licensing requirements, and state real estate regulations. - Respond promptly and effectively to agents’ requests for support, demonstrating exceptional customer service and care. - Utilize advanced technology, including AI-driven tools, to thoroughly review contracts and transactional documents, ensuring compliance with all legal and contractual obligations. - Foster a highly collaborative, solution-oriented environment by removing transactional barriers, modeling agile workflows, and actively participating in team-based initiatives to enhance agent experience, risk management, and operational excellence. - Actively consult and engage with eXp agents and internal teams to resolve complex transaction-related issues, providing practical solutions. - Support and promote the ongoing implementation of the eXp risk management initiatives, employing technology and innovative methods to enhance agent awareness and compliance. - Assist in the continuous development, improvement, and compliance monitoring of brokerage operations manuals at both the company-wide and state-specific levels. - Collaborate proactively with internal departments to identify and implement innovative, efficient solutions for supporting eXp’s growing agent base. - Demonstrate flexibility by providing backup support for Managing Brokers as necessary. - Fulfill additional duties as assigned to meet the strategic needs of the brokerage. How you will grab our attention: - Active Broker license in KS or MO with current continuing education credits in real estate, management, and legal compliance. - A minimum of 2 years of experience in detailed contract review, demonstrating comprehensive knowledge of real estate transactions. - Strong expertise and experience in real estate compliance, with a deep understanding of state and federal laws, Department of Commerce rules and regulations, Department of Housing and Urban Development requirements, NAR Code of Ethics, and MLS standards. - Exceptional written, verbal, and interpersonal communication skills, capable of clearly and effectively interacting with all organizational levels. - A highly collaborative approach with proven success in partnering with internal stakeholders to achieve shared objectives. - Ability to make swift, informed decisions, effectively addressing and resolving problems using sound judgment. - Uncompromising integrity, consistently demonstrating the highest ethical standards. - Active member of the National Association of REALTORS (NAR). - Strongly Preferred: Experience with the Skyslope transaction management system If you think you’d make a great match for this position but don’t meet all the requirements, we would still encourage you to apply! What eXp provides: - Work from Anywhere - Flexible Time Off for Salaried Employees - 401k with 4% match (immediate vesting) - Robust Medical, Dental, & Vision benefits - Company provided equipment - Monthly Technology Stipend - FSA & HSA with employer contributions - Health & Wellness incentives - 100% Paid Parental Leave EEO Statement: We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

Job DetailsJob Location: Minnesota, MN 55101Position Type: Full TimeSalary Range: $46,700.00 - $55,000.00 Salary/yearHeadquartered in Seattle, Direct Interactions runs contact centers across the country with a team of American representatives. Our commitment to social responsibility is reflected in our business practices, as we offer work-from-home opportunities to a diverse range of individuals, including those with disabilities, veterans, and military spouses. Direct Interactions collaborates with organizations to enhance public service by implementing innovative strategies and nurturing teams of empathetic individuals who leverage their personal experiences to guide others through complex challenges, resulting in tangible improvements in outcomes. At Direct Interactions, our team is comprised of some of the most compassionate and skilled contact center professionals in the nation. By joining us, you will have the opportunity to positively impact the lives of individuals in need, knowing that your efforts have made a meaningful difference. Whether you have ample experience in contact centers or are just beginning your journey in this field, we are eager to get to know you better! Our focus is on the well-being of both our clients and our team members, recognizing that work is a significant part of life. Become a part of the DI family, where you can strike a balance between work and personal life. Collaborating with various organizations and states, we deliver top-notch service to customers. Our flexible scheduling ensures that you can maintain a healthy work-life equilibrium while contributing to our mission. About the position The Quality Monitor Analyst is responsible for ensuring that services provided by Hub staff meet established standards for quality, compliance, and client satisfaction. This role involves evaluating staff performance, monitoring operational processes, and providing actionable feedback to ensure and improve service delivery. The Quality Monitor Analyst works closely with supervisors, operations leadership, and training teams to support continuous improvement, maintain regulatory compliance, and enhance the overall client experience. What’s Next? To be considered, you must first be invited to go through our job tryout phase assessments (this correspondence will come via email if selected). Please ensure that you regularly check all your email inboxes to avoid missing any important correspondence or deadlines for response. Key Responsibilities Evaluate and monitor the quality of staff interactions with clients and customers. Maintain and oversee documentation, including scoring methodologies, reporting standards, and procedural updates to ensure consistency, compliance, and audit readiness. Conduct regular audits and reviews of contact records, case management activities, and adherence to established workflows and policies. Provide timely, constructive feedback to staff and supervisors to improve performance, compliance, and client outcomes. Develop and maintain quality monitoring tools, scorecards, and performance dashboards to track trends and identify areas for improvement. Collaborate with the Systems Support Specialist, supervisors and trainers to design coaching and development plans based on performance data. In partnership with the Systems Support Specialist, help to identify systemic issues affecting quality or compliance and work with leadership to implement process improvements. Ensure adherence to regulatory requirements, organizational policies, and contractual standards. Document and report findings, trends, and recommendations to management and stakeholders. Support ongoing training initiatives by identifying gaps in knowledge, skills, or procedures. Participate in continuous improvement initiatives aimed at enhancing service delivery and operational efficiency. Provide real-time operational oversight and support to staff as needed. Communicate promptly with the Hub Director regarding operational updates and concerns. Deliver coaching and guidance to ensure consistent, high-quality customer service. Foster a positive team culture that promotes morale and engagement. Support ongoing staff training and professional development to meet established standards. Partner with the Hub Director to identify and implement system and process improvements. Recommend strategies to enhance staff experience and overall team effectiveness. Requirements Minimum of 2 years of experience in performance management, quality assurance, data analysis, or operational leadership within a regulated contact center, human services, or similar environment. Strong interpersonal skills to collaborate with the Systems Support Specialist, supervisors, trainers, and operations of leadership. Flexibility to adapt to evolving regulatory, policy, and organizational requirements. Strong attention to detail and analytical skills. Demonstrated commitment to continuous improvement and operational excellence. Qualifications Must reside in Minnesota. Associate's degree in Business Management or a related degree. Employment is contingent upon successful completion of a criminal background check. Proven ability to assess and improve staff performance and operational quality. Experience designing or contributing to performance improvement plans and training initiatives. Knowledge of regulatory requirements, quality assurance standards, and best practices in customer service or human services. Proficiency in tracking, reporting, and analyzing operational metrics to drive actionable improvements. Experience reviewing calls, documentation, or case management activities. Experience providing coaching or performance feedback. Qualifications