Position Overview: Supports Quality Analysts 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).
Responsibilities: Analysis: Completes root cause and process gap analysis for executive escalations and specific client complaints. Responds to the client in a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfaction.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). 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 usage, self-training for all available versions, and maintains open communication with IT and TI POC to report any outages. 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 in Weekly, Monthly, and Yearly Business reviews. For targeted analysis, calibrates project scope, audits sample size, and recurrent touchpoints to communicate progress.Transactional Monitoring: Ensures quality analysts comply with health check audits and targeted call listening compliance. Completes random re-audits (preferably side by sides) to CE analysts to determine wins, gaps, and alignment to strategies. Audits CE analyst transactions to ensure that quality of service is delivered.CE Analyst Coaching and Development: Provides coaching for analyst skill development and promotes learning corporate initiatives. Monitors Quality Analyst's performance, identifies performance gaps, and addresses them using the company's standard coaching methodology, performance improvement plan, and performance management. Identifies Quality Analyst's strengths and prepares them to handle increased responsibilities.Onboarding and Continuous Learning: Identifies Quality Analysts by assessing applicants based on skills, work attitudes, and behaviors required to ensure that the CE team is comprised of competent and efficient team members. Conducts onboarding activities to ensure baseline knowledge and skills are set. Provides supplementary and continuous learning activities for the CE Analyst throughout their tenure.Managing Client Relationships: Manages client communication and contributes as partners to develop process improvement between TELUS International & the client.Team Management: Keeps abreast of departmental morale through discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to elicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, and 202 folders.Required Skills + Qualities (Technical): Bachelor's degree in any field.At least 4 years of working experience in a call center, at least 3 years within the quality space, and 2 years as a supervisor with impeccable performance. If external, additional requirement should include coaching experience.Proficiency with MS Office applications (i.e., MS Word, Excel, PowerPoint).Required Skills + Qualities (Non-Technical): Analytical skills.Problem-solving and decision-making skills.Mentoring and coaching skills.Excellent oral and written communication skills.Adaptive to changing work schedules.Active listening skills.Operates with minimal supervision.Multi-tasking skills.Supervisory skills.
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