The Quality Assurance Agent is effectively responsible for executing quality control procedures for various functions and overseeing all day-to-day efforts of documenting errors found, providing feedback to agents, creating/following up coaching procedures, and analyzing findings and standard deviations that need to be addressed to improve the customer experience and reduce errors and rework for these functions.
What you’ll do:
Execute the quality control procedure according to the quality framework defined for this business
Document errors found and act upon these findings to have a positive impact on customer experience in conjunction with the Ops leader based on CSAT or other operative metrics
Identify gaps in the overall operative process to proactively report them to the BU + training in order to strengthen the documentation
Provide feedback and/or coaching to stakeholders leveraging available resources to close gaps found and following the documentation requirements to sustain internal audits by regulators (where applicable)
Analyze findings and trends and the root cause of the standard deviations found and CSAT from the business supported
Focus efforts in improving customer experience by reducing errors and rework
What experience you need
Bilingual English B2+ level, Spoken and written
High School Diploma
Knowledge in Google Sheets and Slides
Knowledge and experience with Google Workspace
KPIs needed:
AHT < 740 seg
CSAT > 95%
CES > 85%
Manual ACW < 5%
BL Accuracy > 90%
Adherence > 90%
What could set you apart
Knowledge of Quality procedures is a plus
Student of Industry engineering, computer sciences, data analysis or any other college career related to processes is a plus
Knowledge of Looker Studio is a plus
Basic Knowledge in AI processes.
Primary Location:
CRI-HerediaFunction:
Function - Fulfillment / OperationsSchedule:
Full timeSkills Required
- Bilingual English proficiency at B2+ level, spoken and written
- High School Diploma
- Knowledge of Google Sheets and Google Slides
- Knowledge and experience with Google Workspace
- AHT below 740 seconds
- CSAT above 95%
- CES above 85%
- Manual ACW below 5%
- BL Accuracy above 90%
- Adherence above 90%
- Knowledge of quality procedures
- Student of industrial engineering, computer science, data analysis, or a related process-focused college program
- Knowledge of Looker Studio
- Basic knowledge of AI processes
Equifax Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Equifax Inc. and has not been reviewed or approved by Equifax Inc..
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Retirement Support — Savings programs include a 401(k) with company matching and, in some contexts, profit-sharing or pension components. These are described as solid parts of the total package.
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Parental & Family Support — Programs include paid parental leave for birth and non-birthing parents and adoption assistance. Company materials highlight these benefits as part of a family-supportive offering.
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Flexible Benefits — Multiple medical plan choices, dental and vision options, FSAs/HSAs, and voluntary supplemental coverages enable customization. The company publishes plan summaries and SPDs to help compare cost and coverage by location and tier.
Equifax Inc. Insights
What We Do
At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward. Headquartered in Atlanta and supported by nearly 15,000 employees worldwide, Equifax operates or has investments in 24 countries in North America, Central and South America, Europe, and the Asia Pacific region. For more information, visit Equifax.com.
