Manage daily operations of Consumer Quality associates related to productivity, timekeeping, performance, and all other relevant metrics
Handle review request and quality disputes
Work with various internal audit teams in order to provide requested date for internal and external exams
Ensure that all TransUnion and government guidelines, procedures and policies have been followed, and track levels of accuracy
Provides trend data to site management team
Uses quality monitoring data management system to compile and track performance at team and individual level
Delivers actionable data to various internal support groups as needed
Coordinates and facilitates call calibration sessions with necessary colleagues
Provides feedback to call center team leaders and managers
Prepares and analyzes internal and external quality reports for management staff review
Collaborates with onshore teams to discuss process efficiencies
Executes other duties as assigned

Consumer Quality Support Team Lead

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