Operations Analyst

2 days ago


Johannesburg, South Africa TransUnion Full time

TransUnion's Job Applicant Privacy Notice

What We'll Bring:
The Sr Analyst will conduct regular quality assessments, amend /create and audit processes, identify training needs and compliance risks as well as assist with the development of training material for all operational areas within South African and Rest of Africa

What You'll Bring:
Qualifications and Experience
- Graduate with an IT, compliance or business or audit focus
- 1 to 2 years experience in compliance or audit or business analysis and process re-engineering
- Organised with strong project management skills
- Good communicatian skills as will deal with stakeholders across Africa

Impact You'll Make:
Process Management:

- All existing and new TransUnion Africa operational processes must be documented and mapped to comply with local and global policies, regulations and industry requirements where applicable and conform to global best practices.
- Accountable for the amendment of existing as well as the creation of new processes where required.
- Processes must be submitted to the Advisor, Customer Support QA for review and approval.
- All operations processes relating to the TransUnion Africa regions must be saved in a central repository for compliance and audit requirements.

Audit:

- Record annual audit deficiencies for the TransUnion Africa regions and save in a central repository
- Extract random sample of calls logged and conduct audits according to compliance requirements applicable to the TransUnion Africa regions
- Submit audit deficiencies and recommendations to the Advisor, Customer Support QA
- Re-evaluate identified audit deficiencies to ensure remediation and compliance

Quality Assurance:

- Extract % of voice recordings as determined by the Advisor, Customer Support QA ensure compliance and adherence with TransUnion Policies and Procedures for the TransUnion Africa regions
- Extract % of case management as determined by the Advisor, Customer Support QA in order to perform the necessary case quality monitoring, ensuring compliance and adherence with policies and procedures for the TransUnion Africa regions
- Score calls according to the quality assurance scorecard for each line of business within the TransUnion Africa regions and submit results to the Advisor, Customer Support QA Identify. A
- Identify potential fraudulent activities in line with operational and compliance standards and requirements and submit monthly / quarterly reports to the Advisor, Customer Support QA
- Submit training needs identified and recommendations for improvement to Advisor, Customer Support QA
- Monitor improvements subsequent to training conducted and submit audit findings to Advisor, Customer Support QA

Operational Training:

- Initiate the development of new training material and continuous update of existing material for projects, products, systems and legislation for the TransUnion Africa regions
- Conduct training where required and a handover of new training material to the appropriate trainer when training has been completed.
- Monitor and verify that agent training took place and determine whether knowledge has been transferred and implemented within the TransUnion Africa regions
- Perform other duties as assigned

TransUnion Job Title

Sr Analyst, Data Analysis


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