Call Center Quality Assurance Rep II - Remote GCCA

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Team Overview

The Quality Assurance (QA) team operates within the Operations organization and is responsible for driving a consistent, data-driven approach to quality across Sales and Customer Support functions.
Our team supports a multi-channel QA program, evaluating both customer interactions (calls, chats, emails) and Salesforce ticket workflows to ensure adherence to TransUnion standards, service level agreements (SLAs), and established Standard Operating Procedures (SOPs). Through structured scorecards and ongoing calibration, we promote consistency, accuracy, and accountability across all customer-facing teams.
We partner closely with Inside Sales, Customer Support, Customer Success, and Business Operations to:

Improve overall customer experience and satisfaction
Ensure data integrity and consistency within Salesforce case management
Identify trends, root causes, and performance gaps across teams and workflows
Support coaching and development through actionable, behavior-based feedback
Drive operational efficiency and reduce risk through quality oversight

A core focus of the team is advancing a Customer Obsession mindset, supported by Voice of the Customer (VoC) insights and performance analytics. By translating QA findings into meaningful recommendations, the team helps influence key business outcomes, including revenue performance, customer retention, and process optimization.
We also maintain a forward-looking, data- and technology-aware approach, leveraging tools such as Excel and Salesforce while identifying opportunities to enhance QA processes through automation, improved reporting, and evolving AI capabilities.
This is a highly collaborative team that plays a critical role in ensuring that customer interactions are handled with accuracy, professionalism, and a strong focus on resolution quality, ultimately strengthening both customer trust and business performance.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

 

Role Overview And Core Responsibilities

Overview / Job Description

The Quality Assurance (QA) team operates within the broader Operations organization, with a focus on building and scaling a comprehensive, multi-channel quality program across business-to-business Sales and Customer Support functions.

Our mission is to drive measurable business impact by:

• Improving revenue outcomes through enhanced solution adoption
• Reducing customer churn and attrition
• Elevating the customer experience through consistent, high-quality interactions

The QA team plays a critical role in supporting a Customer Obsession framework, with emphasis on Voice of the Customer (VoC), Customer Lifecycle Management, and best practices in Account Management. We partner closely with Sales, Customer Support, and Customer Success teams to improve performance, strengthen processes, and ensure a consistent, high-quality customer experience.

This role is responsible for evaluating both customer interactions (calls, chats, emails) and Salesforce ticket workflows, ensuring adherence to TransUnion standards, operational procedures, and quality benchmarks.

Role Summary

The Quality Assurance Analyst is responsible for assessing the performance of Sales and Customer Support associates through structured evaluation of calls and ticket-based work.

Using standardized QA scorecards and defined SOPs, the analyst will evaluate:

• Communication quality and professionalism
• Accuracy and completeness of Salesforce ticket data
• SLA adherence and responsiveness
• Resolution quality and alignment to customer needs
• Compliance with company policies and procedures

This individual will also support the ongoing development of QA processes, provide actionable insights to leadership, and contribute to continuous improvement efforts that enhance both employee performance and customer satisfaction.

Responsibilities / Key Tasks

Quality Monitoring & Scoring

• Perform approximately 30–35 call/chat audits and 30–35 ticket audits per week, ensuring consistency and accuracy in scoring
• Evaluate interactions using structured QA scorecards aligned to operational SOPs and business KPIs
• Assess performance across key dimensions, including:
  • Customer experience and communication quality
  • Product/process knowledge
  • SLA adherence (response and resolution timelines)
  • First interaction resolution
  • Ownership and follow-through

Salesforce Ticket Quality & Data Integrity

• Audit Salesforce tickets for:
  • Accuracy and completeness of required fields (customer details, categorization, priority, status, next steps)
  • Clear and complete documentation of customer issues and resolutions
  • Alignment between customer inquiry and resolution provided
  • Proper escalation handling and workflow adherence
• Identify gaps in data quality that impact reporting, operational efficiency, or customer outcomes

Call & Interaction Quality Evaluation

• Review inbound and outbound calls, chats, and emails for:
  • Active listening, probing, and problem-solving skills
  • Professional tone, clarity, and empathy
  • Adherence to call structure (opening, verification, next steps, closing)
  • Accuracy of information provided and alignment with policies

Reporting, Analysis & Insights

• Produce daily and weekly QA reports, including performance trends and KPI tracking
• Analyze QA data using Excel and Salesforce to identify:
  • Performance trends across individuals and teams
  • Root causes of quality gaps
  • Opportunities for training and process improvement
• Deliver clear, actionable insights to leadership and cross-functional teams

Coaching & Calibration

• Provide structured, actionable feedback to team leaders and managers
• Participate in calibration sessions to ensure scoring consistency across QA and leadership
• Support coaching initiatives by identifying recurring quality gaps and best practices

Voice of Customer & Continuous Improvement

• Participate in VoC programs and customer listening initiatives to identify evolving customer needs
• Recommend enhancements to training materials, SOPs, and processes based on QA findings
• Contribute to the development and refinement of QA frameworks and evaluation methodologies

AI & Data-Driven Enablement

• Demonstrate awareness of AI and automation capabilities within QA and customer operations environments
• Leverage Excel, Salesforce, and available tools to improve efficiency in:
  • Data analysis and trend identification
  • Reporting and insight generation
• Identify opportunities to enhance QA processes through automation, pattern recognition, and workflow optimization, while maintaining strong human judgment and quality standards

Operational Excellence

• Meet defined productivity targets, SLAs, and deadlines
• Maintain high levels of consistency, accuracy, and documentation across all evaluations
• Perform additional QA-related tasks and reporting as required

Qualifications / Education Requirements

• Bachelor’s degree in Business Administration, Management, or 4+ years of combined experience in Quality Assurance, Contact Center, Sales Operations, or Customer Support environments
• Hands-on experience with ticket auditing, case management, or Salesforce-based workflows strongly preferred
• Strong understanding of KPI-driven environments, including QA scorecards and SLA metrics
• Excellent verbal and written communication skills, with the ability to deliver clear and constructive feedback
• Strong analytical, research, and problem-solving capabilities
• Ability to translate complex findings into simple, actionable insights
• High level of attention to detail and consistency in applying QA standards
• Ability to manage multiple priorities and work effectively across teams

Technical Skills / Tools

• Salesforce – Case/ticket management, data validation, and workflow tracking
• Excel – Data analysis, reporting, pivot tables, and trend analysis
• PowerPoint – Executive-level reporting and presentation development

Preferred (but not required):

• Experience with QA scorecards, audit frameworks, or case evaluation tools
• Familiarity with AI-assisted analytics, automation tools, or workflow optimization concepts

Closing

If you thrive in a fast-paced, data-driven environment and are passionate about driving quality, consistency, and customer satisfaction, we invite you to apply and contribute to our growing, customer-centric organization.

 

Required Knowledge And Experiences

Required Knowledge & Experience

Ramp Expectations

A successful candidate will demonstrate progressive proficiency in QA processes, tools, and responsibilities within the first 90 days:

• First 30 Days
  • Develop a working knowledge of TransUnion QA workflows, scoring frameworks, and Standard Operating Procedures (SOPs)
  • Gain familiarity with Salesforce case management processes, ticket structures, and required data fields
  • Begin shadowing and participating in guided QA evaluations for both calls and ticket-based work
• First 60 Days
  • Independently complete QA scorecards for voice interactions and Salesforce tickets with a high degree of accuracy and consistency
  • Apply QA criteria effectively across key areas such as SLA adherence, data accuracy, resolution quality, and customer experience
  • Demonstrate the ability to identify performance gaps and document findings clearly
• First 90 Days
  • Meet full productivity expectations, including evaluation volume, quality standards, and SLA adherence
  • Contribute to QA reporting, trend analysis, and insights generation using Excel and Salesforce data
  • Actively participate in calibration sessions, demonstrating alignment with QA scoring standards and consistency with team benchmarks
  • Show a working understanding of QA’s impact on business outcomes, including customer experience, operational efficiency, and revenue support

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you not hear from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.

Employment with TransUnion GCC Africa requires that you work from a fibre‑ready home environment that supports confidential and comfortable day‑to‑day work. You may be based anywhere in South Africa with fibre connectivity; however, working outside of South Africa is not permitted. A minimum 100/100 Mbps fibre line is required and must be installed or upgraded by day one of employment. As a credit bureau, certain roles also require a clear credit record.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting‑edge technology that truly matters.

At TransUnion GCC Africa, you’ll join a purpose‑driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work‑from‑home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Rep II, Consumer Experience