Remote Scouter

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com

At Experian Health, our employees have the opportunity to shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities.

You will:

• Conduct reviews of customer support cases, recorded phone calls, and chat interactions to ensure compliance with department procedures
• Evaluate the quality of customer interactions and adherence to company values
• Conduct follow-up calls with clients to discuss drivers of low Customer Satisfaction (CSAT) survey responses
• Document client feedback from these calls and provide applicable insights to team leads and managers
• Assess the effectiveness of issue resolution across multiple support channels
• Identify patterns and trends in customer support performance, highlighting areas for improvement
• Collaborate with team leads and managers to implement performance improvement plans
• Produce comprehensive reports on quality metrics and insights using data visualization tools
• Contribute to the development and regular updating of support policies and best practices
• Participate in training sessions to share insights and improve overall team performance

Qualifications:

• You will have a Bachelor's degree in Business Administration, Communications, or related field (or equivalent work experience)
• You will have 2+ years of experience in customer support, quality assurance, or related field
• You will have experience with Tableau or Salesforce reporting required
• You will have experience in multi-channel support environment (phone, email, chat) required
• You will have In-depth knowledge of industry best practices in customer support

Benefits/Perks:

• This role is remote from within the US
• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important 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, religion, 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.