TransUnion CIBIL Limited

We are one of India’s leading credit information companies with one of the largest collections of consumer information. We aim to be more than just a credit reporting agency. We are a sophisticated, global risk information provider striving to use information for good.We take immense pride in playing a pivotal role in catalyzing the BFSI industry in the country. We got here by tapping into our excitement and passion of wanting to make a difference in the lives of our clients and consumers.What is excitement and passion for us?We define it as a blend of curiosity, ability to unlearn and yet continuously learn, able to connect with meaning and finally the drive to execute ideas till the last mile is achieved. This passion helps us focus on continuous improvement, creative problem solving and collaboration which ensures delivery excellence.Dynamics of the RoleThis is an exciting time in TransUnion CIBIL. With investments in our people, technology and new business markets, we are redefining the role and purpose of a credit bureau.The role will be responsible for ensuring that all customer queries responded to meets the established standards of quality. The incumbent will be responsible for inspecting procedures and outputs and identifying mistakes or non-conformity issues.Roles & Responsibilities<ul><li>Assist in developing quality assurance plans by conducting analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.</li><li>Own the quality of responses for queries received from any channel (email, voice, etc.); ensure quality targets for different units are met and bridge the gaps between queries and responses wherever necessary.</li><li>Conduct regular audits to evaluate quality standards are met at the call center; calibrate and set benchmarks for quality processes; establish quality metrics to measure progress against goals.</li><li>Drive initiatives and projects with strong focus on C-SAT index and NPS</li><li>Work closely with the consumer services team on projects to ensure the quality standards constantly improve.</li><li>Periodic ‘Root cause Analysis’ on consumer issues; identify opportunities and controls to strengthen the process.</li><li>Lead the training sessions for team members to keep them abreast of latest quality assurance policies and procedures; define training calendar plan at the beginning of every quarter/ year.</li><li>Vendor management- define framework and review processes with our partners.</li></ul>Experience and Skills<ul><li>Growth mindset with a commitment to deliver high quality within stipulated timelines.</li><li>Detail oriented and excellent problem-solving skills and ability to think critically under pressure situations.</li><li>Ability to analyze and interpret complex data and draw actionable outcomes.</li><li>Effective communication and interpersonal skills to collaborate with diverse teams.</li><li>Ability to adapt to dynamic work environment and drive change in a positive manner.</li><li>Flexibility to travel as needed.</li><li>Executive presence and assertiveness.</li><li>Self-starter, ability to work independdle ambiguous situations and exercise judgement in variety of situations.</li><li>Strong communication, organizational, verbal & written skills.</li><li>High degree of responsibility and ownership, strong multitasking, coordination and tenaciously looking for ways to get results.</li></ul>Essential CompetenciesAbility to build trusting relationships - across all levels and in the immediate / extended team internationally, should be known and regarded as a trusted competent advisor.Driving innovation – A believer in continuous improvement of services, processes and operational efficiency. Demonstrates curiosity and critical thinking.Business Acumen – Spends time to ensure understanding of the business and aligns accordingly.Change agent – Ability to diagnose correctly, design and execute interventions. Ensures communication through appropriate channels in a concise and proactive manner.Execution champion – Focuses and ensures closure without compromising on quality of the output. Raises / flags issues as necessary and moves forward with a solutioning approach

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