Quality Team Leader - Banking & Financial

Quality Team Leader - Banking & Financial

Description

Supports Quality Analyst and ensures tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting and delivering recommendations to improve quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).

• Analysis - Completes root cause, and process gap analysis for executive escalations, specific client complaints. Responds to the client on a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfactions.

• CE Audit Form and Guidelines - Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc). In addition, processes CE audit form disputes. Collaborates with internal and external customers in building and implementing CE audit form and guidelines for new lines of business or when CE strategies are updated.

• Verint - Ensures tool’s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording % according to client SOW.

• Operational alignment - Meets with AGM and CE Manager to reveal findings, trends and recommendations that will benefit operational KPIs. Participates within Weekly, Monthly and Yearly Business reviews. For targeted analysis calibrates project scope, audits sample size and recurrent touchpoints to communicate progress.

• Transactional Monitoring - Ensures CE analysts comply with health check audits, as well as targeted call listening compliance. Completes random re-audits (preferably side by sides) to CE analyst to determine wins, gaps, and alignment to strategies. Audits CE analyst transaction to ensure that quality of service is delivered.

Minimum requirements for internal applicants:

• Must be a regular employee of TELUS Digital Morocco
• Should not have any form of disciplinary action in the past 12 months
• Employee Movement
  • For Promotions: Minimum of one (1) year tenure within the current program if applying for Support to Officer level roles while a minimum of two (2) years tenure within the current program if applying for a Manager and up role.
  • For Lateral: Must have at least one (1) year of continuous tenure within the current program.
• Passing scorecard:
  • Passing scorecard defined as Objectives + TELUS Values
  • Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
  • Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).

Important reminders:

• All applicants are required to attach their resume before submitting the application in Workday
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved

For inquiries, email us at tisa_morocco_corporaterecruitment@telusinternational.com

About Company:

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.

Equal Opportunity Employer Statement

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.