Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
This position is responsible for leading efforts to execute on the Quality Assurance (QA) program strategy to include offshore, nearshore and onshore call center locations and lead the VoC Insights (Speech Analytics) team which is responsible for analyzing data, producing findings, gaining insights, initiating action and driving people, process and technology improvements.
What you’ll do
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Work closely with site leaders and vendor managers to ensure QA policies and procedures are followed and regulatory compliance is maintained along with agent performance standards for voice and back office.
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Lead Quality Assurance team and program for voice and back office (images) including hiring, time approval, feedback, reviews, and coaching to ensure effective and timely delivery of Quality Assurance reviews.
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Handle QA appeals within the agreed process ensuring consistent application of the scoring process.
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Lead VoC Insights team and administration of speech analytics tool to produce data analysis, key findings, initiate action and drive improvement
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Execute on the strategic plan/roadmap to leverage best practices in innovation for Speech Analytics and Quality of Service journey functions in a highly regulated environment across the D2C organization.
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Lead the team to support operations in key metric areas (consumer satisfaction/effort, quality scores, etc.) and work with key stakeholders and partners to affect positive change in processes, agent behaviors, training and technology
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Define the Quality of Service strategy and promote speech analytics tool usage to optimize this journey
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Effectively manage direct/dotted line reports and matrixed team resources.
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Identify quality insights, and inconsistencies in servicing through the quality assessment and the real consumer experience. Perform root cause analysis (RCA) with corrective and preventive action plans for post delivery errors
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Build process improvement cadence with a closed loop result
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Ensure accurate and timely reporting (scheduled and ad hoc)
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Work closely with vendor managers to ensure highest level of performance at each site
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Oversee reporting, development of real time dashboards and provide readouts
What experience you need
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Bachelor's degree in related discipline desired (i.e. business, statistics, etc.)
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Comprehensive understanding of Speech Analytics technology, contact center experience and a proven track record of delivering high quality of service at the point of consumer interaction
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5+ years leadership experience in contact center, quality assurance or data analytics (preferably speech analytics)
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Data Management tools: Power BI, Tableau and MiniTab
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Experience working with cross-functional teams to implement project/program requirements including direct/dotted line reports
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Ability to present information concisely with supporting data
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Ability to communicate with both business and technical teams
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Proven problem solving and decision making skills
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Attention to detail and organizational skills
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Travel may be required
What could set you apart
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Experience in a highly regulated industry
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Experience with CSAT surveys and verbatims
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Able to lead through ambiguity and competing objectives in a fast paced environment
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Demonstrated critical thinking skills
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Proactive leadership and strong collaboration skills
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Prior multinational experience
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.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Equifax is an Equal Opportunity Employer. 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.
