T&E Quality Assurance Team Lead

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What We'll Bring:

This document outlines the job duties that fall within the Tenant and Employment (T & E) Operations QA Team Lead job duties. This document also outlines the knowledge, skills and abilities necessary for the position. The primary objective of this position will be to lead a team of quality assurance (QA) associates in the GCC. Additionally, it’s critical that this candidate is closely aligned with the onshore operation teams to ensure consistency and knowledge of vertical products and processes.

What You'll Bring:

The T & E Quality Assurance Team Lead supports the vertical businesses in the following ways:

• Developing and maintaining a high level of knowledge about our industry, products, operational processes, and services to effectively support a team of QA associates.
• Ensuring QA associates adhere to our established procedures and processes while performing QA evaluations for T&E operations.  
• Ensuring QA associates achieve required QA targets each month.
• Holds QA associates accountable for their performance, through coaching, feedback, and performance improvement.
• Completes monthly QA of QA requirement for every T&E work process.
• Facilitates and compiles the results of each monthly QA calibration session for the monthly business review.
• Produces daily, weekly and monthly QA reports for individual and QA team performance and trends.
• Provides feedback and improvement opportunities to the T&E Operations leads to improve quality in their agents’ individual and/or team performance.
• Ensures all associates are accountable to following FCRA obligations and company policies.

Impact You'll Make:

• High school diploma or equivalent required
• Bachelor’s degree preferred
• At least 1 year of experience leading a team with multiple team members.
• At least 3 years of experience performing quality assurance.
• Must have a proactive and solution-oriented mindset.
• Intermediate knowledge of Microsoft Office programs such as Outlook, Word, PowerPoint, etc.
• Basic understanding of modern technologies and communication platforms (examples: social media, smart phones, tablets, etc.)
• Comfort level with general technical concepts.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Quick to learn, with a goal of becoming a SME on all QA processes.
• Collaborates well with others in an effort achieve objectives.
• Ability to maintain focus, flexibility, and organization.
• Comfortable working in fast paced environment.
• Able to complete or already completed training focused on coaching.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Assoc Lead, Consumer Quality Support