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Quality Assurance Analyst - Contact Center

Expired Job

First American Financial Santa Ana , CA 92701

Posted 2 months ago

Company SummaryJoin our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American Financial Corporation (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. As a member of the First American family of companies, First American Property and Casualty specializes in four major types of insurance: Homeowners, Dwelling Fire, Condominium, Renter's and Flood. We believe that our people are the key to the company's continued success. Because our employees enable our future, we invest in theirs by supporting their careers and promoting their overall wellbeing. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For 2018 list for the third consecutive year and to more than 50 regional Best Places to Work lists. For more information, visit

Job Summary

The Quality Assurance Analyst will have responsibilities in the administration of customer service quality audits as well as work force management duties within our Property & Casualty team.

Job responsibilities include:

  • Monitor/Score Agent Calls

  • Generate/Distribute Reports

  • Update/Provide QA Scorecards

  • Create optimal schedules for the Property & Casualty customer service team

  • Monitor/track Agent Attendance & Time Off requests

  • Monitor Agent Queues


  • Experience monitoring quality assurance aspect in call center environment

  • Must be familiar with Workforce management software (Aspect, eWorkforce, Avaya)

  • Typically 2-3+ years of customer service / call center experience / contact center experience

  • Ability to coach and provide guidance to team members

First American invests in its employee's development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out

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Quality Assurance Analyst - Contact Center

Expired Job

First American Financial