Quality Assurance Analyst – Intermediate

About the role

We are looking for an Intermediate Quality Assurance Analyst to join Equifax’s operations team. You will be responsible for executing quality control procedures, documenting errors and driving improvements that enhance the customer experience.

Key responsibilities

• Execute the defined quality control framework for the business.
• Document errors, provide feedback and coaching to agents, and follow up on corrective actions.
• Identify process gaps and proactively report them to the business unit and training teams.
• Analyze findings, trends and root causes to reduce deviations and improve CSAT scores.
• Collaborate with operations leaders to prioritize improvements that lower rework and errors.

Required profile

• Bilingual English (B2+ spoken and written).
• High School Diploma.
• Experience with Direct‑to‑Consumer (D2C) KPIs such as AHT, CSAT > 95%, CES > 85%, BL Accuracy > 90% and Adherence > 90%.

Required skills

• Google Sheets
• Google Slides
• Looker Studio (optional but preferred)

What we offer

• Comprehensive compensation and health‑care package.
• On‑site medical services, 24/7 paramedic support, life insurance and gym facilities.
• Free transportation, parking, subsidized cafeteria and collaborative workspaces.
• Access to an online learning platform with guided career tracks.