Analyst, Quality Assurance

Key Result Areas:
• Accurately review a minimum of 400 audits (calls, customer surveys, customer complaints, loans, etc.) each month.
• Ensure a minimum Efficiency of 98%/ month and a "minimum" Quality Check Score of 98%/ quarter.
• Analyze the root causes for the defects identified through the audits using basic quality tools.
• Accurately report the root causes of the defects to the business units within 24 hours of identifying the defects.
• Analyze trends and submit recommendations to Management for the top 80% defects identified each week/ month.
• Track action items specified by the business units to remediate the root causes identified.
• Lead a minimum of 4 calibration sessions every month and publish findings from the calibration sessions to the QA team and management.
• Train new hires on all Quality metrics and guidelines.


Meet Some of owners.com's Employees

Joshua S.

Vice President of Consumer E-Commerce

Joshua oversees brokerage operations and the product management side of the organization. His main goal is supporting the brokerage at large and growing its business.

Sony T.

Director of Talent Development

Sony provides agents and other employees with the necessary resources to support customers and develop the technical expertise needed to lead successful careers at owners.com.


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