Discover the Unexpected

Experian is the world’s leading global information services company. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped economies and communities flourish – and we’re not done.

Our 21k amazing employees in 40+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ the brightest minds that share our purpose and want to make a difference.

The Quality Monitoring & Assurance Team ) are looking for someone to join them as a Quality Monitoring Analyst. If successful, you'll be joining a highly knowledgeable team who play a key role in identifying and managing risk. For anyone who is enthusiastic about influencing a great customer and client journey the Quality Monitoring & Assurance team is an exciting place to be.

With the opportunity to influence process changes, the culture towards customers and to develop your own profile within the business, we are a team that continues to develop and has a lot to offer. This is a great way to make your mark and help ensure that we are taking our clients, customers, and colleagues on a simple, easy, and safe journey.

Key Responsibilities:

• Monitoring of consumer & client , identifying any issues or opportunities discovered by performing the monitoring.
• Providing effective feedback in written form to both colleagues and managers
• Monitoring and supporting quality and compliance targets of stakeholder functions
• Offers support to training for overviews for new starters
• Continued awareness of regulatory environment and customer service expectation
• Collaboration with the Risk and Assurance teams, Central Compliance, and other relevant department heads to ensure any risks are identified and remediated
• Support the Monitoring Manager in implementing activities into areas where no monitoring exists to help ensure robust monitoring standards are established across Experian.
• Maintain a good knowledge of FCA regulation focusing on the principles of business and the six elements of TCF and GDPR regulation.

• Previous quality monitoring or similar experience in providing colleague feedback.
• Knowledge of regulatory requirements including GDPR & FCA and an understanding of the regulatory requirements of a Financial Services Company.
• Ability to respond and adapt to change effectively
• Microsoft Office skills, including PowerPoint and Excel
• Ability to use sound judgment to benefit customer, company and colleague when monitoring contacts
• Excellent attention to detail
• Excellent time management and ability to work to tight deadlines
• Capacity to pre-empt customer issues and determine the most appropriate outcome
• Ability to work both independently and as part of a team

Everyone has different experience, so please don’t rule yourself out if you cannot ‘tick’ all the qualities mentioned above. Talk to us about the experience that you do have.

Our uniqueness is that we truly celebrate yours.

Experian's culture and people are key differentiators. We take our people agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’re an award winning organisation due to our strong people first approach.

Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here