Quality Assurance Analyst- 12 Month FTC
equifax-inc
L, Wexford, IE, County Wexford
5d ago

As our new Quality Assurance Analyst, your role is central to the delivery of Equifax's key commercial growth across the UK&I and wider European marketplace.

You will work as part of the GCS (Global Consumer Services) Quality Assurance team, operating the quality assurance programme and maintaining crucial process documentation.

The role will see you undertake a pro-active and supportive approach in identifying process improvements which enhance Quality Assurance.

The role will see you actively work with senior QA analysts, managers and other stakeholders to help deliver solutions on all customer service and productivity issues.

Key responsibilities of the Quality Assurance Analyst include :

  • Supporting Team Leaders in helping their teams to achieve required quality output using pro-active measures and innovation.
  • Performing call and written monitoring, NPS / CSAT analysis and calibrations
  • Performing effective coaching & feedback to entire span of agents and team leaders
  • Improving Customer Experience through consistent quality monitoring and CSAT / RTF functions
  • Analysis of data through root cause analysis to present solutions to the wider QA team.
  • Performing trend analysis, and identifying quality improvement opportunities.
  • Assisting in the diagnosis and resolution of problems received from within and outside of the quality assurance team
  • Engaging in positive interactions with relevant departments within Equifax to assist in the resolving of complex queries and deciphering of analytical reports / results.
  • Actively disseminating key information to work colleagues and update work process flow documentation.
  • Process Mapping, developing operational procedures and training documentation.
  • Promoting knowledge sharing through the organization's operational business processes and systems.
  • Required experience for the Quality Assurance Analyst :

  • Experience with quality assurance within a customer service or call centre / BPO environment
  • Experience with coaching and providing feedback
  • Experience of analytical reporting & solution orientated presentation skills
  • Demonstrable ability of identifying process improvements
  • Excellent MS Office suite knowledge
  • Desired experience for the Quality Assurance Analyst :

  • Possess a Bachelor's degree
  • Good knowledge of data legislation & regulations
  • What exactly does Equifax do?

    Equifax is a global information solutions company that uses trusted unique data, innovative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

    The company organizes, assimilates and analyses data on more than 820 million consumers and more than 91 million businesses worldwide, and its database includes employee data contributed from more than 7,100 employers.

    Many expect us to be a serious workforce, and we are - we're serious about continuing to grow our business, serious about working together as one team, and serious about continuously building a strong, engaged workplace that embraces integrity and change as much as it does fun, camaraderie and philanthropy.

  • Some noteworthy achievements for the company include : Named a Top Technology Provider on the FinTech 100 list (2004-2016);
  • named an InformationWeek Elite 100 Winner (2014-2015); named one of Fortune's World's Most Admired Companies (2011-2015);
  • named one of Forbes' World's 100 Most Innovative Companies (2015-2017). For more information, visit www.equifax.com.

    Full time

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