We are looking for an Agency Quality Auditor Team Leader to join our Nottingham TDX Group. In this role you will work within the 3rd Party Conduct & Oversight team and will conduct audits with our 3rd party debt collection agencies to ensure quality of service is maintained as well as team management of our 8 auditors. This will include deep dive onsite audits, providing results/ reports, and highlighting potential areas of improvements. You will also maintain appropriate partnering and monitoring activities across the agencies to help ensure consumers get fair outcomes by monitoring and enforcing contractual obligations and/or regulatory requirements.
About TDX Group - An Equifax Company
We've been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence.
We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.
The perks of being a TDX employee?
We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!
We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.
What you’ll do
Team management of the 3rd Party Conduct & Oversight team including management of quality and improvement of work delivered
Manage internal stakeholder and external client expectations to ensure regulatory compliance and customer excellence standards are audited and managed sufficiently
Manage investigations into supplier related consumer complaints to understand root cause and required mitigation
Owner of reporting and actions
Develop and tracking of agency performance to continuously improve the levels of agency quality and consumer treatment
Design, implement and track progress against key conduct risks at an agency level
Be flexible and with the to work outside core business hours and onsite at our suppliers
What experience you need
Good experience managing a team
Good experience auditing 3rd party suppliers
Good experience in a consumer environment and Treating Customers Fairly
Good experience of reviewing colleagues on their call quality auditing and able to articulate findings
Good experience of gathering data from various internal/external sources and reporting
Good experience of managing stakeholder requirements and expectations
Good experience in Microsoft/ G-suite computer applications
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.
Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
For US Applicants
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