Training and Quality Specialist, Client Experience

4 weeks ago

Greater Adelaide SA, Australia CoreLogic Full time

At CoreLogic, we are driven by a single mission—to make the property industry faster, smarter, and more people-centric. CoreLogic is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.

CoreLogic is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At CoreLogic, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.

Who are you?

You’re passionate about training and quality assurance and helping our front line team members deliver exceptional customer conversations. You know that every single interaction we have with our customers is a moment of truth. It’s a chance to deliver on the promises that were made when the customer decided to do business with us.

You know its our moment to shine and you will work to ensure our vision for customer experience is present in every interaction we have. When you enter a room, people feel your energy and enthusiasm and it's infectious to others. You have the ability to positively influence those around you and they rally behind the causes that you champion. You have the ability to create strong voice for the CoreLogic brand. You’re also a team player. You thrive in a collaborative environment, working with like-minded colleagues to build a world-class customer service function and give our customers an exceptional and memorable experience.

What’s the role?

Our business is only as strong as the service we provide to our customers. That’s where you come in. You possess the ability to think both creatively and analytically. You should feel comfortable finding unique ways to help our staff create genuine and warm conversations with our customers. Conversations that make our customers feel they are in someone’s care, a “white gloved” experience, even for a routine question. Conversations that are tailored to the multitude of situations that arise, that are equally tailored to the person and most importantly conversations that have one thing in common, leaving the customer with an overwhelming sense of the care that CoreLogic pours into each and every interaction we have.

The role includes:

- Envision the customer experience approach for our service centre to create a real and noticeable point of difference when our customers select to do business with CoreLogic
- 1 on 1 coaching and feedback in real time as our staff converse with our customers
- Small group coaching/training on customer experience ethos, principles and conversations techniques
- Creation of digital based course material and training plans
- Monitoring of calls and tasks to ensure quality outputs
- Onboarding new staff members
- Engaging with Team Leaders on process improvements

**Job Qualifications**:
Are you the right fit?

You need to have:

- An ability to build strong stakeholder relationships and influence mindsets
- You have experience of transformational change and a knowledge of the learning needs cycle
- You have exceptionally developed coaching skills with teams and individuals up to senior level
- A demonstration of strong people skills including stakeholder engagement, high emotional intelligence, along with strong judgement and decision-making capability
- You’re comfortable working with ambiguity and experience of working in matrix structures
- A focus on innovation and continuous improvement, comfortable challenging the status quo and enabling change
- You are described as tenacious in seeing things through and making vision a reality
- You’re highly self-motivated and are able to manage the coaching program without constant supervision.
- You are always looking for areas of opportunity and take the initiative to pitch new ideas.
- You’re an exceptional communicator, able to articulate your ideas to people of all levels.
- Collaborate and want to immerse yourself in a highly engaged culture.

What credentials do you need?

2 years experience in coaching / training in an operational environment

Working within a business creating a service strategy and exceptional customer service experience

**CoreLogic's Diversity Commitment**:
CoreLogic is fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences and values. We offer an empowered work environment that encourages c

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