We are seeking a meticulous and analytical Quality Analyst (Data) to join our UK Operations team. In this pivotal role, you will provide independent assurance on the implementation and maintenance of our quality programs, ensuring we consistently deliver fair and positive outcomes for consumers.
At Equifax, we are committed to nurturing our people and fostering an inclusive and diverse work environment. As a Quality Analyst, you will be a key contributor to our culture of continuous improvement, where your attention to detail and passion for data integrity will make a meaningful impact.
What you’ll do:
As a Quality Analyst (Data), you will be at the heart of our commitment to quality. Your responsibilities will include:
- Conducting insightful quality audits across our UK Operations to ensure adherence to our rigorous standards.
- Performing in-depth root cause analysis (RCA) and trend analysis to identify performance gaps, potential risks, and opportunities for improvement.
- Collaborating with operational quality teams through calibration sessions to ensure consistency and alignment in our quality assessments.
- Developing and refining quality standards and best practices to enhance our quality assurance framework.
- Transforming complex data into actionable insights , presenting statistical analysis and findings in clear, concise reports for stakeholders at all levels.
- Championing the customer experience by diagnosing quality issues and identifying potential consumer detriment, driving us towards fair outcomes.
- Engaging with our Compliance team to ensure our quality processes are robust and aligned with regulatory requirements.
- Maintaining comprehensive documentation of our quality assurance processes and promoting knowledge sharing across the business.
What experience you need:
We are looking for a professional with a proven track record in quality assurance and data analysis. The ideal candidate will possess:
- Demonstrable experience in a quality assurance role within a fast-paced, data-driven environment.
- Strong analytical and problem-solving skills, with the ability to perform thorough root cause analysis.
- Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders across various business units.
- A customer-centric mindset and a passion for delivering exceptional service and fair outcomes.
- The ability to work effectively under pressure and manage tight deadlines.
- A logical and detail-oriented approach to your work, with a high degree of accuracy.
- The initiative and common sense to work independently while also being a strong team player.
What could set you apart:
While not essential, the following qualifications and experience will be highly regarded:
- Experience in a Customer Service, BPO, or contact centre operations environment.
- A background in financial services or a regulated industry.
- Proven coaching and feedback skills, with the ability to explain complex concepts in simple terms.
