job description - Quality Assurance Rep
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
- 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
- Understanding of current Canadian credit laws and regulations
- French speaking is a plus
- Familiarity with quality review programs including Verint, Salesforce
- Familiarity with call recording programs such as Avaya and Amazon Connect.
- Knowledge of Microsoft Office products, with emphasis on Excel
- Analytical, summarization, conceptualization and prioritization skills in a rapidly changing setting
- Analytical, summarization, conceptualization and prioritization skills in a rapidly changing setting
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TransUnion is an American consumer credit reporting agency. It's customers include over 65,000 businesses.
