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Quality Assurance Auditor

Customer Service Rich Text

We have a fixed term opportunity until the end of 2022 to join us as a Quality Assurance Auditor. This role can be based in either our Leeds office or Wexford office. You will be responsible for assisting with Quality Assurance (QA) reviews in accordance with the QA framework and the QA plan, participate in a required number of reviews completed in line with the plan, document and communicate the review findings, learn and apply regulatory requirements when assisting with reviews, escalate any issues or failures identified and assist with improvement initiatives identified to improve quality and reduce weaknesses

 

What you’ll do 

  • Undertake assurance of our teams based in Leeds, Wexford and our offshore vendor team based in the Philippines to ensure the teams are complying with the regulatory standards and adhering to Equifax processes

  • Quality monitor end to end elements of the consumer journey, including calls, emails and letters

  • Assessing customer interactions using a QA scorecard

  • Reviewing call language/letters/emails

  • Recommending actions and providing feedback to relevant Team Leaders

  • Identifying process improvements

  • Identifying and celebrating outstanding customer service

  • Keeping accurate MI

What experience you need 

  • Intermediate experience working within a financial services and a regulated environment

  • Good  experience of quality maintenance in one of the following areas in a regulated environment:

    • Operations

    • Quality Assurance

    • Call center

    • Complaints handling

    • Customer Service

  • Good experience of providing MI reporting to stakeholders

  • Good consumer-focused experience with Treating Customers Fairly (TCF) principles

What could set you apart

  • Analytical experience

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.



 

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers.

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