Quality Services Associate, Customer Support Operations at TransUnion

What We'll Bring:

We are looking for a Bilingual (English/French) Quality Assurance Representative II who can be an integral part of the Quality Assurance team. This associate will play an important role in measuring the quality on Consumer Operations processes, and work with Training to provide error trends and feedback. The QA Rep supports all policies, procedures and laws that govern our business by ensuring work completed by TU or vendor associates working on behalf of TU with a direct emphasis on risk mitigation.

What You'll Bring:

What we’ll bring:

• A work environment that encourages collaboration and innovation. We consistently explore new technologies and tools to be agile

• Flexible time off, workplace flexibility, an environment that welcomes continued professional growth through support of tuition reimbursement, conferences and seminars

• Our culture encourages our people to hone current skills and build new capabilities, while discovering their genius

Requirement section 1:

• Knowledge, skills and expertise from having previous customer services responsibilities

• Prior understanding of credit reporting laws, and or quality service priorities as demonstrated through prior experience in a call center or quality services environment

• Knowledge of Microsoft Office products, with emphasis on Excel

• Effective listening and communication skills (written and verbal) with strong focus on customer service and attention to detail

• Ability to accurately make independent judgment decisions

• Ability to work independently and remotely.

Preferred requirement section 2:

• Prior system access and capabilities for Horizon, Buster, & Verint

• Analytical, summarization, conceptualization and prioritization skills in a rapidly changing environment 

Impact you’ll make:

• Review disputes, disclosures, telephone and other work completed and handled by TU and vendor associations globally.

• Ensure that all TransUnion and government guidelines, procedures and policies have been followed, and track levels of accuracy 

• Analyze data to determine error trends in current practice and provide feedback based on early recognition of potential accuracy problems, and recommend potential training solutions

• Regularly calibrate with peers and vendor QA teams to ensure consistent monitoring and feedback to agents

Impact You'll Make:

Bilingual English/French required

TransUnion Job Title