Quality Assurance and Training Specialist

Today, everything is convenient—except renting. From onboarding to daily resident needs, the experience of finding, moving into, and thriving in a rental home can feel harder than it should. We believe it’s time for something better.

That’s why we’ve built the world’s first Resident Experience Platform, delivering seamless onboarding, engaging resident services, and smart technology that helps property managers deliver a Triple Win: happy, engaged residents, empowered property teams, and owners who see real value. We’re passionate about making renting easy, rewarding, and truly resident-centric.

Join over 220 passionate Second Nature team members who make a difference daily, building products that create delightful wins for residents, property managers, and investors.

About the Role
Are you our next Quality Assurance and Training professional? Join Second Nature in this role to support in delivering high-quality programs that enhance service delivery and employee performance. The ideal candidate will play a critical role in executing quality audits, developing coaching materials, facilitating training classes, and tracking performance improvements. Reporting to the Senior Manager of QA and T, this role works collaboratively with internal teams, including Support, Data Management, Insurance Support, and BPO partners, to drive consistent service excellence.

Auditing

• Perform quality audits across frontline support, data management, insurance, and BPO teams to assess performance against quality standards.

Cross functional collaboration

• Collaborate with managers to provide insights on quality trends and recommend process improvements.

• Participate in calibration sessions to ensure consistency in quality assessments across teams.

Coaching & Training

• Identify training needs based on quality trends and collaborate with the Program Manager to design targeted learning programs that meet these needs.

• Develop coaching materials and individual feedback reports based on audit findings to support employee development and growth.

• Facilitate training sessions for new hires, ongoing skill development, and process updates to ensure continuous improvement.

Training Docs/SOPs

• Assist in the creation and maintenance of knowledge base articles and training materials.

• Support the implementation of quality assurance software and tools, including Salesforce knowledge management.

Analytics and Continuous Improvement

• Track and report on employee performance improvements following training and coaching interventions.

• Actively contribute to continuous improvement initiatives within the Quality Assurance and Training function.

About you

• 2+ years of experience in Quality Assurance, Training, or related role

• 2+ years experience conducting quality audits and delivering performance feedback

• Ability to translate performance data into actionable coaching recommendations

• Experience facilitating virtual and in-person training sessions

• Familiarity with Salesforce or other CRM platform

• Strong collaboration skills and ability to work cross-functionally

• Highly organized; ability to manage multiple priorities in a fast-paced environment

• Bonus: Experience working in Property Management, Insurance, or with BPO partners

• Bonus: Certification in Quality Assurance methodologies or training delivery.

• Bonus: Knowledge of LMS platforms like Highspot and eLearning tools
  

We get it. Requirements can sometimes hold people back from applying to a job, but don’t let that be the case here. If you believe you have the skills it takes to elevate this role, team, and company, we encourage you to apply for this role.

​​AI Innovation

We're thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey. In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth.

• Pirate ship, not a cruise ship: bias for action.

• Massive growth takes massive growth: we seek challenge, personal and organization-wide.

• Grow the pie: client value and end-user delight drive every priority.

• Purple heart: team and trust come before ego.

• Extreme ownership: see it, say it, fix it.

• Be a moment maker: deliver delight, exceed expectations, shatter status quo.

Remote Work Statement
This position is a remote-first, work-from-home position. Second Nature is committed to creating a culture and workplace where remote work fosters collaboration and connections and is a vital part of our company story and success. To be successful in a remote work role at Second Nature, you must:

• Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job

• Have a quiet, professional, distraction-free environment in which to complete your work

• Have access to your own reliable high-speed internet connection

• Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
  

Why Second Nature?

🩺 Health First: Medical, Dental, Vision, Life Insurance, & 401K Plan

📍Location: Work remotely from anywhere in the US

📆 Flexibility: Open PTO

🤩 The Product: Beyond the 7 awards and 5-star reviews, our customers love what they can do with a fully managed RBP

🤗 Culture: Diverse, Inclusive Culture

💻 Training: A supportive team to help you grow your career and unlock your full potential

🚀 Growth: Get in on the ground floor of a fast-growing startup developing an exciting category

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.