Quality Assurance Representative - Remote

Description

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What We'll Bring:

We are seeking a Quality Assurance Representative II 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 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

What You'll Bring:

Job Description

• 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
  

Impact You'll Make:

Requirements

• 3 - 5 yrs. 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
  

TransUnion Job Title

Rep II, Consumer Quality Support