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Consumer Operations & Agent Analytics Manager

Crum Lynne, PA · Information Technology
Position Overview: 
We are looking for an experienced manager to join our Consumer Operations team at TransUnion who can take our quality program to the next level.  Meaning, enable our agents to deliver best in class customer/consumer support at scale in a highly regulated industry. The successful candidate will lead a team of Quality Analysts to ensure the highest level of service delivery from our internal contact and BPO contact centers. We are looking for a data-driven leader who has exceptional leadership skills who has leveraged an NLP tool to drive premium experiences for consumers/customers and actionable insights within the business. The right candidate must be able to present their findings in an articulate manner to a wide array of business units and drive operational improvements via quality initiatives.

Main Responsibilities: 
  • (Leverage NLP to drive actionable insights and decisions, in an effort to improve the quality of consumer and agent interactions.
  • Optimize quality rubric for use across all internal teams and BPO partner centers
  • Conduct call calibration sessions with internal operations leadership and external BPO partners
  • Update operations team on all issues in a timely manner
  • Provide contact center insights from a quality perspective to other business units.
  • Monitor quality performance to ensure effectiveness and efficiency
  • Closely partner with external vendors and QA team to determine upskilling needs for support agents
  • Continuously benchmark against new and existing quality methodologies, tools and processes.
  • Develop strong relationships with Training and Knowledge Base teams.
  • Share findings with Training and Knowledge base teams to drive refinement within their

Required Qualifications: 
  • 3+ years of proven, results-based experience leading a team of individual contributors
  • Strong NLP ( natural language processing) skills
  • Deep understanding of analytics program design, implementation, delivery methods and processes
  • Ability to analyze data and tell proactively story from those findings to proper business units
  • Passionate about driving a premium consumer experience

Preferred Qualifications:; 
  • Successful leadership of quality programs in a regulated environment
  • Strong ability to analyze existing programs for gaps and improvement opportunities, and then develop and implement strategies to drive clear business impact
  • Strong communication and influencing skills, experience working with global virtual cross-functional and external partners
  • Demonstrated ability to lead a team while balancing competing priorities, workloads, and deadlines
  • Bachelor’s Degree
Kat Forester
ProEnlist, LLC

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