Call Center QA Analyst

Company Name:
Our Company
Information. It is at the core of every smart decision. It drives strategy, solutions, revenue and ultimately success. It is only logical that you would want it to come from a superior source. CoreLogic is the company financial services and real estate professionals turn to for comprehensive data, analytics and services. Powerful insight gained from this knowledge provides the perspective necessary to identify, understand and take decisive action that solves today's business challenges.
Our Job Opportunity
We are currently seeking a Call Center QA Analyst to join our team in Westlake, TX.
The Critical Quality Analyst core competencies within the Contact Center is to maintain high quality Agent standards with agent evaluations, call monitoring, coordination of client calibration meetings, and review and update of client specific Quality Reference Guides. Coordination of client reference materials, including developing solutions to process improvement projects as identified. Quality Analyst to review, analyze and report data related towards training and quality. Providing clarification of the following based on data; procedures and developing coaching opportunities with Agents & Supervisors in the areas of customer service, and customer tax phone skills.
The TQPI Quality team of the Contact Center is responsible for Quality Assurance, client documentation, client calibrations, announcements, new hire RRP/system access, and Contact Center training. The New Hire Training, as well as ongoing development, cross-skills training, and coaching of agents is conducted by the QA Analyst team members. Additionally, Soft Skills Training has been implemented as mandatory training for all agents and will be ongoing within the Contact Center. Additionally, TQPI is required to perform a minimum of 4-6 quality monitors per agent per month, which is approximately 675-700 monitors monthly. This team is also looked to take calls during peaks in call volume in order to meet the client SLAs.
Essential Functions/Responsibilities
Achieve 100% of quality call monitoring goals as specified.
Educate and coach associates where improvement is needed in order to meet client SLAs.
Gather information/stats, look for trends and present recommendations to leadership on how to raise quality scores.
When business needs necessitate, may be required to take property tax-related calls.
High school diploma or GED required
Two years of directly related experience
Strong interpersonal skills
Strong verbal and written communication skills
Maintain confidentiality
Demonstrated ability to multi-task
Strong attention to detail
Strong problem-solving and critical thinking skills
To Apply Please Copy and Paste the Following Link: http://bit.ly/QuHXSe
Our Benefits
Just some of our benefits include:
Medical, dental, vision care - Choose from a range of offerings - from HMO to PPO plans - that allow you to personalize your coverage and fit your specific needs.
Supplemental plans - The Company provides basic life, accident and disability insurance to all eligible employees. Additional financial protection is available for you and your family.
401(k) retirement savings plan - Save for a sound future with a variety of investment options and a company match to your contribution.
Time away from work - Rest and refresh with our competitive paid time off benefit and company paid holidays.
CoreLogic also offers:
Flexible spending accounts
Tuition assistance program
Family scholarship program
LifeCare Work/Life Services and Employee Assistance Plan
Employee discount programs
Flexible work schedules
And much more
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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