About this role
The Operational Quality Front line Manager is effectively responsible for leading the design, execution, and continuous improvement of quality control processes across our operations in regulated processes and B2B operative processes. This role is responsible for establishing a strong quality performance measurement framework, leveraging quality disciplines and AI-enabled tools to deliver actionable insights and sustainable operational excellence. The ideal candidate combines strategic vision with strong tactical execution, effective people leadership and a passion for AI and technology. This role will report directly to the USIS VP Ops Risk & Controls.
What you will do
- Quality strategy definition and CRA compliance: Define and evolve the agent quality control strategy aligned with business and operational objectives but also considering US regulations for CRAs.
- Quality measurement & reporting: Design, implement, and govern quality measurement frameworks, KPIs, and performance reporting of operations to Ops leaders.
- AI-Powered Quality Systems: Strategically leverage AI, automation, and advanced analytics to design, implement, and enhance quality monitoring, insight generation, and proactive risk detection.
- Effective continuous improvements: Translate quality insights into clear, prioritized action plans, lead cross-functional corrective and preventive actions and partner closely with Operations and Business stakeholders to embed quality standards into daily operations.
- Strategic Alignment: Serve as the primary quality liaison between USIS Operations,Compliance, and Regulated Services teams to ensure quality by design and regulatory adherence
- Grow talent: Lead, coach, and develop a dedicated team focused on quality control performance measurement and execution.
What experience you need
- Bachelor’s degree in Quality-related careers, Industrial engineering, Statistics or equivalent job experience.
- Proven experience leading quality control, quality assurance, or operational excellence teams within the financial service industry. (5-7 years of experience)
- Demonstrated experience applying data, analytics, and AI-enabled tools to operational quality management
- Experience implementing AI/NLP for quality monitoring
- Ability to translate complex data into "actionable insights" for VPs
- Bilingual English proficiency level B2+
What could set you apart
- Certifications or degrees in quality methodologies (Lean, Six Sigma, ISO, or similar).
- Proven knowledge of US regulatory requirements for CRAs
- Experience with AI-powered tools focused on quality performance
Primary Location:
CRI-HerediaFunction:
Function - Fulfillment / OperationsSchedule:
Full timeOther facts
About Equifax
At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward.
Headquartered in Atlanta and supported by nearly 15,000 employees worldwide, Equifax operates or has investments in 24 countries in North America, Central and South America, Europe, and the Asia Pacific region.
For more information, visit Equifax.com.
What you'll do
- The Operational Quality Front line Manager is responsible for leading the design and execution of quality control processes and establishing a quality performance measurement framework. This role involves leveraging AI tools for quality monitoring and translating insights into actionable plans.
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