Quality Assurance

2 days ago

Chennai, India TransUnion Full time

TransUnion's Job Applicant Privacy Notice

**What We'll Bring**:
The TransUnion CIBIL Quality Assurance (QA) Representative is responsible to assess the quality of performance of our back office representatives who perform tasks for our customers and consumers. The QA Rep position evaluates quality by assessing adherence to process, procedure, and company policy through designated scorecards and manuals.

**What You'll Bring**:
The TransUnion CIBIL Quality Assurance (QA) Representative is responsible to assess the quality of performance of our back office representatives who perform tasks for our customers and consumers. The QA Rep position evaluates quality by assessing adherence to process, procedure, and company policy through designated scorecards and manuals. Further the QA Rep collaborates with team leads, operations management, and training to identify and deliver coaching and feedback to back office operations representatives.
- Maintains a consistent high level of knowledge regarding TransUnion CIBIL products, services, and tools.
- Understands and consistently demonstrates SME knowledge of all our business processes QA evaluations are performed for.
- Uses SME knowledge of products, services, processes and procedures to evaluate the quality of performance of back office agent performance in the operation.
- Adheres to established QA scorecard and QA manual to perform QA evaluations.
- Identifies patterns of performance and quality issues from QA evaluations of back office operations job roles.
- Works with team leads to communicate performance and quality issues.
- Provides solution oriented feedback to team leaders and back office operations representatives to improve performance and quality issue patterns.
- Prepares and distributes QA reports for leadership and management review.
- Performs other duties as assigned.

**Impact You'll Make**:

- Bachelor’s degree preferred
- 4-5 years of quality assurance experience specific to operations or giving feedback and coaching to co-workers.
- 1 year of experience with Avaya/Verint or a similar quality platform
- Coaching and feedback certification preferred
- Excellent verbal, written, and interpersonal communication skills.
- Must be self-motivated and a self-starter.
- Proactive approach to providing feedback to team leaders and back office operations representatives.
- Collaborates well with others in an effort to identify training needs, performance improvement areas, and patterns of behavior/process to improve quality.
- Adapts well to change and can adjust priorities as needed.

TransUnion Job Title

Rep II, Consumer Quality Support

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