The Quality Customer Experience (QCE) team is responsible for ensuring effective risk mitigation within the MCE Contact Center. Primary responsibilities: You will Lead the data analytics and reporting activities for the Experian MCE QCE team You will Provide day-to-day analytical capabilities for the QCE team, including trend analysis You will analyse data with actionable insights Leverage experience with Experian data systems and applications to improve existing reporting capabilities and develop new, value-add reporting You will Deliver ad hoc analyses and reports to support business needs You will Ensure all metric reporting and compliance requirements are evidenced for compliance testing, internal auditing, and regulator examinations The Analyst will be responsible for day-to-day management of all reporting functions within the QCE team. The Analyst will work closely with QCE team members and other leaders within the MCE to provide data-driven insights that will help drive significant improvements in MCE quality performance. The Analyst will work collaboratively with the data teams across Experian to develop MCE data capabilities and ensure data integrity in reporting. The Analyst will create relationships with business, lines of defense, and other stakeholders. Experience and Qualifications Knowledge of Experian systems/applications Experience in quantitative research methods and data analysis, including experience of Excel · Create detailed and comprehensive reports and presentations for different constituencies/purposes · Knowledge to foresee, detect and trouble-shoot data anomalies · Develop and maintain comfortable and effective work relationships with technical people including programmers, statisticians, and database architects
This is a #hybrid role and is reporting into Director-Quality and Control.
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity. Experian Careers - Creating a better tomorrow together Find out what its like to work for Experian by clicking here Experian Careers - Creating a better tomorrow together Find out what its like to work for Experian by clicking here