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What We'll Bring:
We're seeking a Quality Analyst to join our Consumer Experience group who takes ownership, demonstrates a keen eye for quality, and looks for ways or opportunities to improve the customer and prospective customer experience.
What You'll Bring:
Overview/Job Description:
The Quality Assurance Team is part of operations group, and our top focus areas will be to build capabilities to enable a full, multichannel quality audit program for business-to-business sales and support. Our mission is to impact revenue through expansion of solution consumption and driving down customer churn or attrition through improved customer-centric support. The QA team is leading the Customer Obsession framework with a deep focus on Voice of the Customer programs, Customer Lifecycle Management and Programs to drive best practices related to Account Management. We will be supporting business activities and processes that help the Customer Support and Customer Success organizations run effectively, efficiently. This role will be required to review agent calls and tickets to ensure all Sales and Customer Support employees are following Transunion standards.
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The Quality Assurance Analyst is responsible for assessing the quality of the performance of our Sales and Customer Support associates who deal with our future and existing customers. The Quality Assurance Analyst will monitor inbound calls, emails, and customer tickets to assess associate's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall customer's experience.
The Quality Analyst should be able to listen to calls or audit cases and identify areas of opportunity for improvement. The Quality Assurance Analyst will ensure all standards are followed without exception. The successful candidate will have an intense focus Quality and Customer Satisfaction as well as identifying ways to enhance the current and potential client experiences.
Responsibilities/Key Tasks:
- Perform approximately 30-35 Call\Chat Audits a week and 30-35 Ticket Audits per week.
- Perform additional Quality Tasks as needed. (Daily & Weekly Reporting/Trending, Ticket & Email monitoring, and audit, additional KPI Quality Audits)
- Adheres to the standards for call and chat monitoring and ticket auditing.
- Reviews and monitors customer email responses.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Participates in call calibration sessions for sales and support staff.
- Provides feedback to team leaders and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Perform other duties as assigned.
- Bachelor's degree in administration, management or any related field from an accredited institution is preferred.
- 2+ years of experience in a similar role.
- Well versed in the English language.
- Strong clear verbal and written communication and presentation skills are required.
- Experience managing and analyzing KPI's for a customer-facing organization.
- High level of comfort working with multiple groups and individuals.
- Self-starter who able to maintain the strongest focus on Quality and Client Satisfaction.
- Excellent interpersonal skills and able to communicate with a wide range of clients.
- Excellent analytical, research, numeracy, and problem-solving skills.
- Strong decision-making skills and the ability to take the lead.
- Ability to explain complex information in simple terms and deliver clear and concise quality recommendations.
- Ability to multitask and leverage escalation procedures.
- Proficient in PowerPoint for some slide creation and editing.
- Proficient in Excel, including pivots and reporting.
- Experience with Amazon Connect and Contact Lens preferred.
- Gong - A conversation analytics platform for voice interactions.
- Amazon Connect Contact Lens - Leverage machine learning-powered conversational analytics to evaluate agent performance and gain insights. Stream evaluation form output data and Contact Records (previously known as Contact Trace Records) to our data lake for advanced analytics.
- Salesforce - Access customer data, interaction history, and relevant context.
- Excel - Organize and analyze evaluation data efficiently.
Feel free to reach out if you need further details or have any questions.
Impact You'll Make:
In the first 30 days, a successful candidate will have a working knowledge of general QA workflows and processes, by 60 days candidate will be able to independently complete scorecards for voice interactions and tickets, and by 90 days the new hire will be meeting full position SLAs and duties, along with having a working understanding of reporting and calibration duties and processes.
This is a hybrid position and involves regular performance of job responsibilities, virtually as well as in-person, at an assigned TU office or location, for a minimum of two (2) days a week.
TransUnion Job Title
Rep II, Consumer Experience