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This role manages citizen services, regulatory requirements, and PQRs (Petitions, Complaints, and Claims) for Experian. The area handles petitions, complaints, and information requests from clients and citizens via various channels, including the Experience Center. It also addresses investigation requirements from the SIC and supports official entities, ensuring compliance and quality. The position aims to provide excellent service and support for credit history inquiries, scores, product information, claims, and inconsistencies, ensuring timely and accurate responses aligned with service standards and regulatory compliance.

Implementation Specialist-Remote

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Company Description</h2>Experian is a global data and technology company that drives opportunities for people and businesses worldwide. We help redefine lending practices, discover 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 in achieving their financial goals and help them save time and money.We operate in a variety of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many other industrial 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 in 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Job Description</h2>Job DescriptionGeneral Area Description:The area is responsible for the attention, management, and resolution of Petitions, PQRs (Petitions, Complaints, and Claims), and information requests from clients and citizens, received through various contact channels, including the Experience Center.It also manages investigation requirements issued by the SIC (Superintendence of Industry and Commerce) and provides support and attention to official entities and control bodies, ensuring regulatory compliance, technical rigor, and quality in responses.Additionally, it assists and guides citizens in consulting and understanding their credit history, as well as in financial education topics, through the Experience Center.Purpose of the Role:The area ensures excellence in service provision and support to clients and citizens regarding inquiries about their credit history, scores, and other products, as well as the formulation of alerts and claims, the resolution of inconsistencies, the management of written communications, and the handling of investigations requested by the SIC.Likewise, it ensures the attention and resolution of inquiries, incidents, and requirements from subscribers' users that enter through the different service channels established by the company, providing timely, accurate, and responses aligned with service standards and regulatory compliance.Responsibilities of the Role:1. Operational monitoring and management control<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Perform control and monitoring of the goals established for the Experience Center, Petitions, and SIC Investigations areas.</li><li class="leading-relaxed">Continuously monitor SLA compliance, quality, and timeliness in cases handled by the Experience Center, Petitions, PQR, and SIC Investigations teams.</li><li class="leading-relaxed">Continuously track management indicators associated with the area's processes.</li></ul>2. Experience Center attention and operation<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Ensure first-level attention to citizens in the Experience Centers, providing timely responses and support, and escalating cases that need to be managed by other areas.</li><li class="leading-relaxed">Ensure the correct assignment of shift schedules for citizen service channels.</li><li class="leading-relaxed">Ensure service quality through the construction, updating, and control of quality matrices that guarantee compliance with protocols and standards.</li></ul>3. Administrative support and operational team control<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Support the administrative activities of monitoring and control for the second-level OPS group of MidataCrédito Operations and Service.</li><li class="leading-relaxed">Ensure the execution and compliance with action plans defined in the different processes of the area.</li><li class="leading-relaxed">Plan, forecast, and dimension the area's capacity, ensuring that the team has the necessary resources and tools for operation.</li></ul>4. Access management, compliance, and policies<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Manage and approve access to the area's applications, ensuring information security and compliance with controls.</li><li class="leading-relaxed">Monitor and ensure compliance with policies, processes, and guidelines issued by the organization and by the First-Level Operations and Service area.</li></ul>5. Continuous improvement and process optimization:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Identify opportunities for improvement in the applications used in operations and specify the required functionalities.</li><li class="leading-relaxed">Contribute to the collection of information and analysis of company processes to optimize and improve operational flows, based on detected alerts.</li><li class="leading-relaxed">Prepare, document, and keep updated the area's process and procedure manuals.</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Qualifications</h2><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Education:</li><li class="leading-relaxed">Professional in Industrial Engineering/Administration/or related areas.</li><li class="leading-relaxed">Specialization in related areas such as Industrial/Administration/Economics/Projects (Nice to have)</li><li class="leading-relaxed">Experience: 3 to 5 years of experience in Customer Service and Operations, PQRs, Claims Handling.</li><li class="leading-relaxed">Required technical knowledge: Office, Bizagi, Salesforce, Oracle, Service Now and administrative product and service applications required for the operation</li></ul><h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Additional Information</h2>Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, engagement, collaboration, well-being, reward and recognition, volunteering... and the list goes on. Experian's strong people-first approach has been recognized: 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. Take a look at Experian Life on social media or our careers site to understand why.Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole selves regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have any disability or special needs that require accommodations, please let us know as soon as possible.Experian Careers - Creating a better tomorrow together

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Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.This role is offered on a full in-studio basis or a hybrid basis (minimum 3 days per week in the studio). We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.We welcome applications from all, however please note that this role is not eligible for visa sponsorship.<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">WHAT’S THE ROLE?</h4>We’re looking for QA Testers who will be responsible for testing Frontier’s games throughout all phases of development, from pre-production through post-release content. The role will work on medium-risk features, designing and executing comprehensive test suites, and conducting both regression testing and playtesting. This role emphasises ensuring stability, functionality, positive player experience, and operates with minimal supervision.<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">WHAT YOU'LL BE DOING</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Write, run and maintain medium-risk test specifications and suites for new and existing projects, ensuring efficient time reporting and estimates on given tasks and written suites.</li><li class="leading-relaxed">Conduct playtesting using a variety of test personas e.g. destructive testing and player-like testing.</li><li class="leading-relaxed">Envision user stories and gather data with provided instructions.</li><li class="leading-relaxed">Identify and report issues in a clear and accurate manner.</li><li class="leading-relaxed">Perform regression testing for both internal and external issues.</li><li class="leading-relaxed">Act as point of contact for specific features, regularly collaborating with cross-discipline teams to gather and relay relevant information back to QA.</li><li class="leading-relaxed">Support other testers with basic troubleshooting.</li><li class="leading-relaxed">Provide feedback and contribute ideas for improving test coverage and playtesting approaches.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">WHAT YOU'LL BRING</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Previous QA experience with a solid understanding of QA tools, procedures and workflows.</li><li class="leading-relaxed">Good troubleshooting and problem-solving skills.</li><li class="leading-relaxed">Experience working collaboratively across teams to deadlines with excellent communication and documentation skills.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">BONUS IF YOU HAVE</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Games industry experience or strong interest in gaming.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">WHAT WE CAN OFFER YOU</h4>You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.For queries, please email: recruitment@frontier.co.uk

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