Position: Due Diligence (Credentialing) Lead - REMOTEWhat We'll Bring:We are looking for an experienced lead withhands-onQA professional to join our Account Maintenance and Credentialing operations team ount maintenance Operations Lead will be responsible for managing the agents with daily workflow assignment, performing audit/QC on agents work against the quality scorecard, providefeedback and coachingto agents for any quality gaps and maintain quality targets defined for the team.What You'll Bring:5+ years of proven, results-based experience in an QA role and 2+ years of management/lead experienceUnderstands and consistently demonstrates SME knowledge of all Account Maintenance & Credentialing products, services and toolsAbility toprioritize and manage daily workflow, ensuring maintenance of departmental procedures in afast-paced environment.Adheres to established QA scorecard and QA manual to perform Quality evaluations on the correctness of data in Trans Union Billing system Online Portal and maintaining accurate records of valuable company information.Verifying accurate data input by comparing input to its source in Salesforce.Effectively communicate any issues that arise with the Sales verticals.Meet the KPI/SLA expectationsAddress the quality issues and provide solution oriented feedback to operations representatives to improve performanceCoach agents with required trainings for any functional knowledge gaps Prepares and distributes QA reports forleadershipand management reviewDrive governance meetings with operational metricsWe'd Love to See:Bachelor's Degree Six Sigma Green Belt or higher Certification (preferred)Strong ability to analyze existing processes for gaps and improvement opportunities, and then develop and implement strategies to drive clear business impactDemonstrated ability to balance competing priorities, workloads, and deadlinesPassionate about customers, quality and team managementImpact You'll Make:Conduct call calibration sessions with internal operationsleadershipMonitor experiences to ensure effectiveness and efficiencyWork closely with agents to determine upskilling needs and/or changes for support agentsDevelop strong relationships with Training and Knowledge Base teams. Share findings to drive refinement within their business unit Excellent verbal, written, and interpersonalcommunication skillsIt is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for thepurposeof your proposed employment.A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively.Trans Union Job Title Associate Lead, Business Operations
