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What We'll Bring:
We are looking for an experienced lead with hands-on QA professional to join our Account Maintenance and Credentialing operations team at TransUnion. Account maintenance Operations Lead will be responsible for managing the agents with daily workflow assignment, performing audit/QC on agents work against the quality scorecard, provide feedback and coaching to agents for any quality gaps and maintain quality targets defined for the team.
What You'll Bring:
- 5+ years of proven, results-based experience in an QA role and 2+ years of management/lead experience
- Understands and consistently demonstrates SME knowledge of all Account Maintenance & Credentialing products, services and tools
- Ability to prioritize and manage daily workflow, ensuring maintenance of departmental procedures in a fast-paced environment.
- Adheres to established QA scorecard and QA manual to perform Quality evaluations on the correctness of data in TransUnion Billing system Online Portal and maintaining accurate records of valuable company information.
- Verifying accurate data input by comparing input to its source in Salesforce.
- Effectively communicate any issues that arise with the Sales verticals.
- Meet the KPI/SLA expectations
- Address the quality issues and provide solution oriented feedback to operations representatives to improve performance
- Coach agents with required trainings for any functional knowledge gaps
- Prepares and distributes QA reports for leadership and management review
- Drive governance meetings with operational metrics
We’d Love to See:
- Bachelor’s Degree
- Six Sigma Green Belt or higher Certification (preferred)
- Strong ability to analyze existing processes for gaps and improvement opportunities, and then develop and implement strategies to drive clear business impact
- Demonstrated ability to balance competing priorities, workloads, and deadlines
- Passionate about customers, quality and team management
Impact You'll Make:
- Conduct call calibration sessions with internal operations leadership
- Monitor experiences to ensure effectiveness and efficiency
- Work closely with agents to determine upskilling needs and/or changes for support agents
- Develop strong relationships with Training and Knowledge Base teams. Share findings to drive refinement within their business unit
- Excellent verbal, written, and interpersonal communication skills
It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment.
A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively.
TransUnion Job Title
Associate Lead, Business Operations
