Quality Analyst

Deine Aufgaben

• Audit transactions by Customer Service Representatives, Technical Support, and/or Sales based on internal quality assurance and/or external customers to provide an excellent experience
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Flagging behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Conducts calibration session with Operation Team

Dein Profil

• Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
• Minimum 2 Years of experience as Quality Analyst from International Voice Process
• Excellent communication in English.
• Should be willing to work in shifting schedules
• Excellent written and oral communication
• Excellent problem-solving and analytics skills
• Seek appropriate guidance and advice to deliver quality outcomes. Works under limited supervision.
• Excel & G-Sheet knowledge (Desirable)
• Excellent verbal and written communication
• Must have ability to work under pressure

Vergütung & Benefits

• Competitive salary & Attaractive Annual Bonus
• Medicare Facility(free online consultation with Doc)
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance

Über den Arbeitgeber

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Bewerbungsprozess

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.