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Business Analyst - Contact Center Support 

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 5/3/2023  
Position Business Analyst - Contact Center Support  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Category Tax&Flood  
Location Pomona  
Req Number TAX-23-00033  

The Business Analyst – Contact Center Support, supports the outsourced operational oversight of the Call/Contact Center vendor providing customer service and back-office support on our behalf. The role will also support a broad range of oversight functions for the Tax Operations team including those related to the Call/Contact Center and customer experience workstreams.


Business Analysis

Assisting Customer Service Management with oversight of the Call/Contact Center operations to include:

  • Ensures compliance with all operational requirements of the service contract as well as company policies
  • Oversees and monitors Service Level Agreement metrics, Key Performance Indicators and Key Risk Indicators
  • Develops, executes, and reports adherence and deficiencies, and the maintenance of Key Risks and Risk Control Self-Assessments to mitigate risks and ensure compliance
  • Maintains inventory of all Processes, Standard Operating Procedures and User Guides for the functional service area
  • Deveops User Acceptance Testing Plan and executing test case scenarios as needed
  • Participates in monthly Vendor meetings, performance reviews and call/chat calibration sessions
  • Complies data from various sources for reporting of customer service call/chat volumes and tracking, phone analytics, work-flow case management, agent performance and survey results
  • Performs periodic system testing of the IVR's and other system functionality
  • Collaborates with internal partners to ensure effective coordination of customer service activities.
  • Obtains feedback from internal partners related to customer service issues/concerns.
  • Performs call/chat monitoring, quality assurance reviews and data trends analysis
  • Delivers presentations to senior management on functional area performance
  • Posts reports and other relevant data to SharePoint site
  • Serves as back-up subject matter expert for the functional service area
  • Oversees preparation and readiness for audits of the functional service area
  • Scores calls to measure agent performance and adherence to investor/insurer guidelines, regulatory requirements and internal policies and procedures
  • Performs review of ancillary business applications to gather additional information that may be relevant to the call sample
  • Provides feedback in support of findings, including the appropriate level of detail required to make the information meaningful to the supported lines of business

Process Improvement

  • Drives business process improvement through needs assessment, business process investigation & documentation (current state), design, socialization & documentation of target state processes, and waste & control gap identification utilizing Lean, Six Sigma, etc


This position will perform other duties as assigned based on the needs of the department.

SALARY RANGE: $48,688 - $64,890

Position Requirements
  • Proficiency in Microsoft Word, Excel, Visio, PowerPoint, Outlook, Access
  • Bachelor’s Degree or equivalent in Business Administration, Finance, and Operations Management, Computer Information Systems or related field
  • 2 years of related experience
EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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