Quality Assurance Analyst

Company Summary First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. 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 FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers.