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37 First American Corporation Jobs
Subject Matter Expert - Quality Assurance
2-6 years
Bangalore / Bengaluru
1 vacancy
Subject Matter Expert - Quality Assurance
First American Corporation
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
First American Title through Production Services helps homebuyers and sellers, real estate agents and brokers, mortgage lenders, commercial property professionals, homebuilders and developers, title agencies and legal professionals close transactions. Job Summary
Quality Assurance analyst is responsible for assessing the Quality of the performance of our call center associates who deal with existing and potential customer. The QA will monitor inbound and outbound call and email responses to assess associate s demeanor, technical accuracy, customer service performance and conformity to company policies and procedures. The QA will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer s experience.
Technical competencies
- Participates in design of call monitoring formats and quality standards.
- Performs call monitoring and provides trend data to site management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Monitors all email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team leaders and managers (if required to the individuals).
- Prepare and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
- Involves in creating goals for Process lead and team members.
- Identify the individual who is not meeting the performance standards and bring it to the attention of Process lead and Manager s attention.
- Should be capable of recommending corrective action plans to improve the individual performance by thoroughly analyzing the training need analysis.
Behavioral competencies
- Strategic Agility
- Stakeholder Impact
- Drive for Results
- Professional Presence
- Talent Development
Educational Qualification and Experience:
- Min of 2 years Call center experience
- Bachelor s degree or equivalent
- Excellence verbal, written and interpersonal communication skills
- Excellent problem-solving and issue resolution
- Solid analytical skills and technical comprehension
- Outstanding written and verbal communication
- Exceptional interpersonal skills and customer care
Employment Type: Full Time, Permanent
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What people at First American Corporation are saying
Rating based on 44 SME
reviews
Anonymous · Customer Success, Service & Operations
in Hyderabad / Secunderabad
Likes
Great place to work with people’s first where organisation prioritise employee wellness
- Job security - Good
+2 more
Dislikes
Need to look into revising the salaries and benefits comparing to current market
SME salary at First American Corporation
reported by
188
employees
with 4-11
years exp.
₹2.4
L/yr - ₹8
L/yr
17%
less
than the average SME Salary in India
View more details
What First American Corporation employees are saying about work life
based on 1.4k employees
Flexible timing
Monday to Friday
No travel
Day Shift
First American Corporation Benefits
Submitted by Company
Education Certification Healthcare Benefits Referral Bonus Program Paid Holidays Retirals
Submitted by Employees
View more benefits 
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First American Corporation Bangalore / Bengaluru Office Locations
Bengaluru, Karnataka Office
Headquarter
Aveda Meta Building, Number 184, Old Madras Road, Opposite Swami Vivekanand Metro Station, Indiranagar, Bengaluru, Karnataka 560038, IN
Bengaluru, Karnataka
560038
560038
Bangalore, India Office
Innovator Building, International Tech Park, Pattandur Agrahara, Whitefield, Pattandur Agrahara, Whitefield, Bengaluru, Karnataka
Bangalore, India
560066
560066
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