Contact Center Quality Manager (Open to Remote)

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

The Quality Customer Experience (QCE) team is responsible for ensuring effective risk mitigation within the MCE Contact Center. This leader will be a critical member of the QCE team and will lead the day-to-day activities of the Quality Supervisors and Auditors. The Manager will develop relationships with key partners to ensure continued compliance with regulations, remediation of identified issues and development of action plans to drive improved quality performance of the business unit. This individual will be responsible leading the execution of the action plan through cross-functional teams comprised of business leaders, operational partners, technology, and risk/compliance teams.

Primary functions:

• Responsible for day-to-day management of QCE Supervisors and Auditors. Ensure weekly and monthly audit requirements are met and escalate issues to the Quality Director.
• Act as a liaison between QCE and external teams including Compliance, Litigation, Compliance Internal Testing Team (CITT) and Global Internal Audit (GIA) providing testing data and analyzing results as needed
• Liaise with Operations Directors, Managers and Supervisors on a regular basis to discuss site-specific, team-specific and agent-specific trends, identify areas for improvement and develop action plans to improve overall quality performance
• Key contributor to the MCE Issue Management program
• Work with the Business and Reporting Analysts to enhance our business intelligence while providing insights to drive further improvements in quality metrics

• 
  Knowledge of Experian systems, applications and quality processes
• Understanding of key regulatory requirements governing the business unit
• Strong analytical and critical thinking skills
• Acute attention to detail and accuracy; strong organizational skills
• Ability to develop and maintain effective work relationships with all levels of the organization and across multiple functional areas within and outside of the business unit
• Self-motivated with ability to work with minimal supervision
• Ability to thrive in an intellectually challenging, innovative, collaborative, professional environment

Our benefits include: Medical, life and dental insurance, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!

If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian U.S. employees are required to be fully vaccinated for COVID-19.

Experian Careers - Creating a better tomorrow together

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