What We'll Bring
We are seeking a Quality Assurance Associate Lead who will be an integral part of the Quality Assurance team. This associate will play an important role in measuring the quality of Consumer Interactive and Consumer Operations processes and support all policies, and laws that govern our business. The associate will ensure work completed by TU or vendor associates working on behalf of TU is processed accurately with a direct emphasis on risk mitigation. Associate Lead will be responsible for all productivity and performance of the Quality Assurance team.
What You'll Bring
- Manage daily operations of Consumer Quality associates related to productivity, timekeeping, performance, and all other relevant metrics
- Handle review request and quality disputes
- Work with various internal audit teams in order to provide requested date for internal and external exams
- Ensure that all TransUnion and government guidelines, procedures and policies have been followed, and track levels of accuracy
- Provides trend data to site management team
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Delivers actionable data to various internal support groups as needed
- Coordinates and facilitates call calibration sessions with necessary colleagues
- Provides feedback to call center team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review
- Collaborates with onshore teams to discuss process efficiencies
- Executes other duties as assigned
- Experience in a call center or quality services environment
- Effective listening and communication skills (written and verbal) with strong focus on customer service and attention to detail
- Capable of working independently in a remote setting
- Ability to execute on decision making responsibilities
- Knowledge of Microsoft Office products, with emphasis on Excel
- Analytical, summarization, conceptualization and prioritization skills in a rapidly changing setting
- Understanding of credit reporting laws is a plus
Associate Lead, Consumer Quality Support
