Achieve 100% of quality call monitoring goals as specified by the leadership team. The QA Specialists have monthly tasks, which must be managed and met on time. They are responsible for monitoring associates calls and scoring them based on the CoreLogic/Client Call Quality Monitoring Form. They educate associates by sharing quality expectations and criteria of evaluations. The QA Specialists provide quality scores and feedback to Supervisors and the leadership team to discuss areas of improvement with their associates. The QA Specialists are responsible for flagging associates that may need additional training support. Other responsibilities include but are not limited to effective time management, Positive coaching and reinforcement, results orientation, efficiency and accountability.
Understand and improve the key success metrics associated with the quality department. These include but are not limited to, achieving monthly monitor targets as a team effort, improving customer satisfaction scores and trends, provide and track actionable feedback to Supervisors and the leadership team for coaching opportunities and provide recommendations for improved performance.
The QA Specialists should gather information, observe the process and participate in efforts to constantly look for opportunities to improve current quality assurance processes and associate call driver performance, and communicate ideas for improvement to the Supervisors and the leadership team on a regular basis. (Observation, innovation, creativity, collaboration, communication)
Deliver accurate and consistent high quality customer service. Respond to all internal customer requests in a timely manner. Maintain a positive, respectful and caring attitude when working with others. Communicate problems clearly and provide reassurance that issues will be resolved quickly. Proactively share all issues with the leadership team. Take personal responsibility for solving issues and finding solutions. (Customer focus, friendly, helpful, accountability, diplomacy, communication)
Assist external customers with requests and inquiries, resolving tax-related inquiries including, but not limited to, current tax bills, verification of tax research requests, verification of tax payments, delinquent tax bills, escrow tax questions and escrow analysis.
Education, Experience, Knowledge and Skills
High School diploma or equivalent. College degree is preferred.
2 or more years of directly related experience
Strong understanding of CoreLogic core values, and goals
Excellent interpersonal skills
Open, honest, and empathetic manner when dealing with people
High customer service orientation
High level of integrity, honesty, and judgment
Ability to respect and ensure strict confidentiality
Demonstrated multi-tasking capability and proven success in fast paced environment
Good Time Management Skills
Strong attention to detail
Strong verbal and written communication skills
Proficient English, both written and verbal
CoreLogic offers an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. CoreLogic is an Equal Opportunity/Affirmative Action employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. CoreLogic maintains a Drug-Free Workplace. We are fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone's unique contributions, experiences and values. Please apply on our website for consideration.