Quality Assurance Rep - UK Ops (GCCA Remote) at TransUnion

What We'll Bring:

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:

• 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