Business Performance & Quality Analyst
Location: Brisbane, Queensland AU
Job Number: 628
Who is Equifax?
Equifax is a leading global data, analytic and technology company, supporting customers across 24 countries. We have been serving the Australian and New Zealand markets for over 60 years. Through continuously adapting to our environment, not only have we remained a market leader, but we also drive and challenge ourselves to do better to help our customers live their financial best.
Our people are what makes us great at what we do - we see every member of our team as an integral piece of a jigsaw. We celebrate differences and recognise that each person brings with them unique talents and perspectives. We provide our people the support and flexibility to manage their work-life balance. At Equifax we genuinely care about our people and our ability to come together as #OneEquifax.
The perks of being an Equifax employee within our team?
There are lots of perks of being an Equifax employee – we offer additional leave days as we recognise the importance of taking time out, whether that is to catch up on some rest, celebrate a birthday, or give back to our community by volunteering. We are committed to the wellbeing of our people and provide them with discounted health cover through BUPA, access to comprehensive hearing services and discounts, and offer 24/7 support through our employee assistance program.
Our leaders are devoted to fostering a culture of ownership, they lead, coach, mentor, listen, empower, and support us to find solutions and make important decisions. We are encouraged and challenged to think of new ideas to help do things better, simpler, and more effective for our customers and our business.
We actively support, respect and trust in everything that we do together as a one team. We believe that having fun promotes a culture of creativity, collaboration, and transparent communication. Working within our team will allow you to see firsthand the positive impact you can make for our customers.
What you will do:
Our Business Performance & Quality Analyst will monitor team quality performance and produce QA reports, trends & dashboards. You will deliver reports and analysis to managers and team leaders and perform call and written monitoring, customer survey analysis and calibrations.
You will diagnose and resolve quality and process issues ensuring that customer expectations and improvements to the client experience are met through consistent quality monitoring and customer surveys.
Our Business Performance & Quality Analyst will act as a key communicator to/from the department manager and team leaders ensuring that all QA and Process Change information is appropriately communicated.
In addition, you will deliver training to the teams on the quality assurance program and measurements.
What are we looking for?
- Attention to detail
- Customer experience knowledge
- Experience in other QA tasks
- Positive and open-minded attitude
- Customer service experience and/or knowledge
- Ability to identify and recommend improvement opportunities
Success attributes of an Equifax employee; does this describe you?
At Equifax, there is no such thing as the 'perfect candidate'
Seeing responsibilities and competencies laid out on paper can be confronting. At this stage of the application process, sometimes imposter syndrome can creep in and mess with our confidence. Please know, we list these items to give you an opportunity to show us your potential and how you can grow and transform with us.
Your ability to demonstrate that you possess/have the real potential to develop the required capabilities, knowledge, experience, and qualifications to perform in our roles is what we would like to hear from you. Where possible, you should support your claims with specific examples of what you have done and how you did it.
However, you identify, and whatever background you bring with you, please apply if this is a role that would make you excited to come to work every day!
Job Number: J00119881
Community / Marketing Title: Business Performance & Quality Analyst
Location_formattedLocationLong: Brisbane, Queensland AU