Quality Analyst - Contact Center

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What We'll Bring:

What You'll Bring:

Position Overview

We are seeking a bright and inquisitive Quality Analyst to support our Inside Sales Group and Business Operations Support teams at TransUnion. In this role, you will provide critical business insights and complete action items through call quality monitoring and assurance. Your ability to quickly learn and cohesively present data is essential for success.

Team Focus

TransUnion empowers clients with credit tools, leading data, analytics, and risk management solutions to make efficient, informed decisions. Our products include credit data, portfolio tools, right party contact, skip tracing, fraud and identity management, collections, and onboarding decision processes. We pride ourselves on bringing innovative ideas and solutions to market, leveraging our extensive experience in data and information services.

Key Responsibilities

• Contribute to team efforts by structuring and building out the QA function, developing training programs, conducting training, creating new models, and implementing changes.
• Establish quality standards by analyzing inbound/outbound calls, customer service, and sales presentations.
• Verify call results by assessing skills in script usage, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous call closure. Evaluate sales and service approaches by rating Sales Representatives' effectiveness.
• Perform structured and ad-hoc analysis of calls and sales contracts, providing feedback to Sales Representatives and Managers through call monitoring and monthly calibration sessions.
• Derive insights and highlight key trends and anomalies in calls and reports.
• Assist in creating presentation materials for senior leadership.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Meet deliverables and SLA’s, and manage work volume expectations.

Qualifications

• 2-4 years of experience in a rigorous analyst environment (Sales, Contact Center, Private Equity, or other top-tier company).
• Keen attention to detail and ability to focus on long-term goals and short-term, repetitive tasks.
• Experience supporting telesales organizations, with direct sales experience being a plus.
• Exceptional interpersonal skills and ability to operate at all levels of an organization.
• High degree of intellectual curiosity and talent for driving hypotheses to implementation.
• Strong analytical and quantitative skills.
• Proficiency in Salesforce, Excel, PowerPoint, and similar tools. Experience with other call center and sales optimization packages is a plus.
• Previous management experience preferred.

Impact You'll Make:

Job can be conducted via a hybrid work from home/virtual office - 2 days per week minimum in local office required.

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