Manager - Consumer Services QA Support

TransUnion's Job Applicant Privacy Notice Team Overview We are one of India’s leading credit information company 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. We at TransUnion CIBIL are an equal opportunity employer and are committed to a policy of treating all our associates and job applicants equally. Applicants are evaluated on the basis of job qualification - not race, color, sex / gender, religion, caste, national origin, age, disability, marital status, citizenship status, sexual orientation, gender identity or any other status, whether or not protected. We are committed to taking affirmative action to employ and advance minorities, women, and qualified disabled individuals. We ensure a safe, productive, and harassment-free workplace for all. Culture and Values Our culture is welcoming, energetic, and innovative. There’s an overall synergy that flows throughout the company, creating a sense of connect, belonging and unity in knowing that we’re all working to achieve the same overall goal. Our core values which we live by every day are integrity, People, Customer, and Innovation. https://www.transunion.com/privacy/global-job-applicant 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 Role This 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 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 Roles & Responsibilities Service Quality Performance Improvement 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. Required Knowledge And Experiences Required Skills & Competencies Functional Skills Deep hands‑on experience in Service Quality / QA (BFSI / Credit Bureau / Financial Services preferred) Strong understanding of customer service compliance and audit standards Ability to independently manage high QA workloads with accuracy Strong analytical and root‑cause analysis skills Proficiency in Excel/MIS and QA tools Behavioral Skills Execution‑focused and detail‑oriented Confident in influencing without authority Strong communication and stakeholder partnership Continuous improvement mindset High ownership and accountability Education & Experience Graduate / Post‑Graduate 8–10 years of experience in Service Quality / QA roles Proven experience in hands‑on evaluations and quality improvement initiativesExposure to regulated or compliance‑driven environments preferred TransUnion Overview: At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good , which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence. Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology. TransUnion Job Title Specialist II, Consumer Operations Support