Analyst (Quality Customer Experience)

Company Description

Experian is the world’s leading global information services company. During life’s big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 17,800 people operating across 44 countries, and every day we’re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group

Experian is the world’s leading global information services company. During life’s big moments — from buying a home or a car to sending a child to college to growing a business by connecting with new customers — we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 17,800 people operating across 44 countries, and every day we’re investing in new technologies, talented people and innovation to help all our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Learn more at www.experianplc.com or visit our global content hub at our global news blog for the latest news and insights from the Group

Job Description

The Quality Customer Experience (QCE) team is responsible for ensuring effective risk mitigation within the MCE Contact Center.  We are currently seeking a Quality Assurance (QCE) Auditor I with strong policies and procedures knowledge to join our QA team.

WHAT YOU’LL BE DOING:

• Audits departments within the MCE to ensure compliance with federal regulations and internal policies, business requirements and system processes, which includes evaluating agents’ work.
• Provides training, consultation, and issue resolution to internal customers. 
• Provides statistical and reporting information to various levels of management as needed. 
• Remains calibrated to QA standards and requirements.
• Provides appropriate feedback on QA scorecards.
• Meets assigned metrics for productivity, quality, and time management.
• Successfully uses Microsoft Office programs (Word, Excel, Outlook, PowerPoint).
• Recommends appropriate coaching opportunities to supervisors.
• Provides overall feedback on quality to QA supervisor.
• Identifies training needs, trends, and issues, and report them to QA supervisor.
• Remains current on internal work processes and procedures.
• Works with QA supervisor and operations supervisors in the resolution of audit disputes.
• Attends, contribute to, and facilitate call calibration sessions with QA team, clients, vendors, and operations as needed
• Attends and contributes to internal QA calibration sessions.
• Other duties as assigned.

Qualifications

WHAT YOUR BACKGROUND LOOKS LIKE:

• Trained in Data Perfection and PA Unverified.  ACDV is a plus but not required.
• Quality and attendance metrics met for the past 3 months.
• Possess strong knowledge of law and policies and the FCRA.

Required Education and/or Experience:    

Tools/Software Requirements:

• Minimum 4 months experience within MCE

It would be great if you also: (Preferred skills).

• Strong leadership skills
• Organized and detail oriented.
• Strong oral and written communication skills
• Ability to learn rapidly and adapt quickly to evolving scenarios.
• Flexible to excel in a team environment.
• Dedicated to great internal customer service.
• Dependable and professional

Additional Information

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