Full-Time Quality Analyst

Role Description 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.

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.

Requirements

• Job can be conducted via a hybrid work from home/virtual office - 2 days per week minimum in local office required.
• This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

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