Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

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 www.FAPCIG.com.

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

Qualifications:

  • 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 firstam.com/careers.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Social Media Quality Assurance Specialist

Optima Tax Relief

Posted 2 days ago

VIEW JOBS 11/14/2018 12:00:00 AM 2019-02-12T00:00 Optima Tax Relief is the leading nationwide tax resolution firm helping people solve their IRS tax problems and is the largest of its kind in America. We work to build relationships with our thousands of clients and the IRS alike so that we can offer representation to taxpayers with a variety of tax issues. Our potential clients are in need of a number of services, including but not limited to the following: * Help with IRS tax audits * Filing past-due tax returns * Removing an IRS levy or federal tax lien * Setting up tax payment plans * Removing wage garnishment * Filing an offer in compromise Orange County Register Top Workplaces, 2015-2017 Americas Fastest Growing Private Companies Winner of INC. 5000, 2015-2018 Winner of the Better Business Bureaus Torch Award for Ethics CEO Named a Top CEO by Glassdoor, 2018 WHY OPTIMA TAX RELIEF: * Strong Company Core Values * Commitment to Positive Client Experiences * Ethical Work is conducted with the Highest Level of IntegrityAlways * Strong Corporate Culture: Community Outreach, Interactive Wellness Program, Knotts DayTheres Always Something to Look Forward to! * Employee Development and Potential Career Advancement * Expansion, Innovation and Professional Growth! SOCIAL MEDIA QUALITY ASSURANCE REPRESENTATIVE A DAY IN THE LIFE: The Social Media Quality Assurance Specialist evaluates both verbal and written client contact by Sales and Servicing staff. This person participates in the design of all quality monitoring formats and quality standards. The Social Media QA Specialist will consistently review the calls and correspondence of Sales and Servicing staff for accuracy and for success in executing superior service and quality to our clients, documenting the quality results and provides feedback and trend data to Management as required. * Review and assess negative reviews posted on social media channels * Process daily activity report and prioritize daily tasks * Communicate with clients to investigate and resolve concerns, resulting in removal of initial post * Authorize and minimize refunds based on a case by case bases, communicating final amount with client * Maintain high call volume of in and outbound calls, including escalated calls * Collaborate with other departments to obtain case information * Achieve a satisfactory resolution with clients resulting in the removal of negative reviews * Maintain metrics to track level of performance feedback to Supervisors and Managers, as appropriate. * Delivering a high level of customer service through monitoring of calls and reviews of emails for accuracy and call handling standards * Prepare and analyzes quality reports for Management and General Counsel review WHO YOU ARE: * A Strong Multitasker * You Possess Excellent Organizational, Written, and Communication Skills * Proficient and comfortable with office equipment (Computer skills Microsoft Office, Outlook) * Remain focused and productive in a fast-paced environment * You Hold a Strong Work Ethic and are Committed to Excellence * A Team Player WHAT MAKES YOU STAND OUT: * 1-3 Years of Previous Call Center Experience, Handling Escalated Calls * Proven Ability to Diffuse Client Concerns * Experience using Salesforce CRM and Social Media Platforms WHAT WE OFFER: * $15-17/hour + monthly commissions based on performance * Medical, Dental, Vision, Supplemental Insurance * 401K and Company Match Plan * Tuition Reimbursement Program * Hardship Program * Paid Time Off (Vacation, Sick, Holiday and Optional Holidays) * Career Opportunities * Award Winning Work Culture! Optima Tax Relief Santa Ana CA

Quality Assurance Analyst - Contact Center

Expired Job

First American Financial