Manager - Consumer Services QA Support

Job Summary

The Manager - Consumer Services QA Support plays a critical role in strengthening the governance and risk management framework for the Consumer Services business. The position acts as a key coordinator between business teams, Compliance, Risk Management, Internal Audit, Legal, and regulatory stakeholders to ensure adherence to internal policies, regulatory expectations, and operational risk standards. 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

Service Quality

• Independently conduct end-to-end quality evaluations, audits, and reviews in line with defined standards and frameworks.
• Conduct in-depth analysis of quality data, audits, and assessments to identify gaps, risks, and improvement opportunities.
• Proactively partner with Operations managers, team leaders, and Training team to discuss quality gaps.
• Drive structured AOI action plans, including coaching inputs, refresher needs, SOP clarifications, and process change recommendations.
• Track AOI closure effectiveness through pre- and post-quality performance metrics.
• Ensure sustained reduction in repeat defects and quality escalations. Ensure alignment of all stakeholders to the defined policies and standards. Promote Quality mindset across the Organization
• Share insights through reviews, dashboards, and structured discussions to enable informed decision-making.
• Create Quality policies and regularly evaluate and define Standards which adapts to the changing business and customer needs
• Translate business requirements into actionable quality standards and guidelines.

Quality Coverage & Governance

• Support achievement of evaluation coverage targets through personal contribution and smart sampling.
• Ensure balanced coverage across agents, processes, tenure bands, and risk categories.
• Participate in and support calibration sessions to maintain scoring alignment.
• Highlight potential compliance or customer risk trends early and proactively.

Data Management and Planning

• Create innovative strategies and effective plans to drive audits which is statistically significant and gives deep insights of challenges and issues.
• Analyze data and find solutions. Create robust measurements and prediction models to create early warning systems.

Education & Experience

• Graduate / Post-Graduate
• 8-10 years of experience in Service Quality / QA roles
• Proven experience in hands-on evaluations and quality improvement initiatives
• Exposure to regulated or compliance-driven environments preferred

TransUnion Job Title Specialist II, Consumer Operations Support

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