- Audits departments within the MCE to ensure compliance with federal regulations and internal policies, business requirements and system processes, which includes evaluating agents' work.
- Provides training, consultation, and issue resolution to internal customers.
- Provides statistical and reporting information to various levels of management as needed.
- Remains calibrated to QA standards and requirements.
- Provides appropriate feedback on QA scorecards.
- Meets assigned metrics for productivity, quality, and time management.
- Successfully uses Microsoft Office programs (Word, Excel, Outlook, PowerPoint).
- Recommends appropriate coaching opportunities to supervisors.
- Provides overall feedback on quality to QA supervisor.
- Identifies training needs, trends, and issues, and report them to QA supervisor.
- Remains current on internal work processes and procedures.
- Works with QA supervisor and operations supervisors in the resolution of audit disputes.
- Attends, contribute to, and facilitate call calibration sessions with QA team, clients, vendors, and operations as needed
- Attends and contributes to internal QA calibration sessions.
- Other duties as assigned.
- Trained in Data Perfection and PA Unverified. ACDV is a plus but not required.
- Quality and attendance metrics met for the past 3 months.
- Possess strong knowledge of law and policies and the FCRA.
- Minimum 4 months experience within MCE
- Strong leadership skills
- Organized and detail oriented.
- Strong oral and written communication skills
- Ability to learn rapidly and adapt quickly to evolving scenarios.
- Flexible to excel in a team environment.
- Dedicated to great internal customer service.
- Dependable and professional
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Analyst (Quality Customer Experience) - hyderabad, India - Experian
Description
Job Description
The Quality Customer Experience (QCE) team is responsible for ensuring effective risk mitigation within the MCE Contact Center. We are currently seeking a Quality Assurance (QCE) Auditor I with strong policies and procedures knowledge to join our QA team.
WHAT YOU'LL BE DOING:
Qualifications
WHAT YOUR BACKGROUND LOOKS LIKE:
Required Education and/or Experience:
Tools/Software Requirements:
It would be great if you also: (Preferred skills).
Additional Information
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