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Equifax – Heredia – Position Description This position is effectively responsible for executing Quality & Training procedures for the Equifax Service Desk (ESD) functions (BackOffice and CC functions) and overseeing all day-to-day efforts of auditing cases and calls, documenting defects found, providing feedback to supported area’s reps, create/follow up coaching procedures and analyzing findings and Quality gaps that need to be addressed to improve the customer experience by reducing errors and rework for these functions, responsible for learning & becoming proficient in assigned processes, deliver training as needed, in charge of assessing knowledge among the trainees and communicating results on a regular basis Duties and Responsibilities Execute quality control procedures (audits) for supported programs in accordance to the GSS Quality framework and guidelines Analyze Quality data in order to find gaps and critical issues that need to be addressed ASAP Report quality results to Site Director, …