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Customer Care Quality Assurance

Customer Service Rich Text

Responsible for monitoring agent performance against quality standards to insure accurate service delivery and customer satisfaction. 

Work with agents and their managers on improving skills and keeping up with system and procedural changes so customers receive outstanding service.

Job Duties and Responsibilities: 

  • Monitor calls, letters, emails, social media, and system handoffs for staff and vendor audits for quality
  • Identify coaching and recognition opportunities
  • Coach staff members to improve individual and team performance and Lead service, system, and/or procedural-based training sessions for new or existing staff members. 
  • Participate in calibration sessions with other QA / Train staff to insure consistency in staff evaluation and coaching. 
  • Regularly review training and knowledge base materials for accuracy
  • Create reporting, monitor trends, and drive process improvement opportunities
  • Responsible for monitoring agent performance against quality standards to insure accurate service delivery and customer satisfaction. 

Qualifications

  • 2+ years of previous quality assurance experience 
  • Detailed oriented and Ability to see trends and create reports 
  • Ability to navigate and learn new software tools
  • Google Office experience 
  • Salesforce experience (preferred)

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

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, color, 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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