What are the responsibilities and job description for the Operations Quality Analyst-Junior position at TELUS Digital?
Description
Position Overview
The Customer Experience Analyst (CEA) is responsible for ensuring that all processes and quality guidelines established by the account are met, by monitoring the various transactions of calls, emails and chats conducted by Customer Support Representatives. In addition, CEAs are also in charge of tasks related to back-office, root cause analysis (RCA) and overall ensuring quality standards in all lines of business and KPI compliance, also responsible for ensuring that all processes and quality guidelines are established by the account.
Specific Responsibilities May Include
Quality Assurance & Monitoring
Required Experience, Skills & Competencies
In order to be considered for a transfer to another role, campaign or position, Team Member must:
TELUS Recognizes And Embraces The Importance Of Values In Our Ever-changing Workplace. To Be Successful, All Applicants Must Demonstrate Behaviors That Are Reflective Of Our Values:
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.
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.
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Position Overview
The Customer Experience Analyst (CEA) is responsible for ensuring that all processes and quality guidelines established by the account are met, by monitoring the various transactions of calls, emails and chats conducted by Customer Support Representatives. In addition, CEAs are also in charge of tasks related to back-office, root cause analysis (RCA) and overall ensuring quality standards in all lines of business and KPI compliance, also responsible for ensuring that all processes and quality guidelines are established by the account.
Specific Responsibilities May Include
Quality Assurance & Monitoring
- Monitor and evaluate customer interactions across all channels (phone, email, chat) to ensure adherence to quality standards
- Conduct detailed transaction audits against established customer experience metrics
- Identify trends and patterns in customer interactions that impact service quality
- Support calibration efforts across Operations, Training, and support teams
- Review and analyze customer experience data to identify areas for improvement
- Generate and maintain comprehensive quality and performance reports
- Conduct root cause analysis on customer experience issues
- Develop actionable insights from customer interaction data
- Track and report on key performance indicators (KPIs)
- Assist in training activities and customer experience orientations
- Conduct call listening exercises and certification processes
- Support the implementation of customer experience improvement initiatives
- Provide coaching and feedback to support team development
Required Experience, Skills & Competencies
- 1 years of previous experience in a call center environment
- Previous experience in quality assurance or customer service analysis preferred
- Flexibility to work various schedules in a 24/7 environment
- Ability to successfully complete a background check and employment verification
- Fluent in English (read, write, and speak at C1 level or higher)
- Excellent verbal, written, and interpersonal communication skills
- Strong active listening skills with ability to communicate clearly and simply
- Ability to communicate effectively across multiple channels (phone, email, chat)
- Demonstrated empathy and rapport-building capabilities
- Strong analytical mindset with proven problem-solving capabilities
- Proficiency in data analysis and reporting tools
- Proficiency with G Suite applications (Docs, Sheets, Slides)
- Advanced ability to identify trends and patterns in complex datasets
- Expertise in quality monitoring tools and systems
- Strong process orientation with ability to identify systemic issues
- Exceptional attention to detail and accuracy
- Strong time management skills with ability to handle multiple priorities
- Proven success in complex work environments
- Ability to work in a fast-paced environment and adapt to change
- Strong punctuality and dependability
- Demonstrated self-management and ownership of responsibilities
- Strong work ethic and professionalism
- Ability to work effectively with diverse personalities
- Resilience and tenacity in handling challenging situations
- Strong personal ownership and follow-through on commitments
- Proven ability to coach and provide constructive feedback
- Strong presentation skills for delivering insights to various audiences
- Ability to translate technical findings into actionable recommendations
- Excellence in building rapport and understanding team needs through appropriate probing questions
In order to be considered for a transfer to another role, campaign or position, Team Member must:
- Be a current Robinhood team member who has successfully completed training or a TikTok CEA
- Meet all minimum requirements listed on the job description
- Have no active Hint 2 or 3 correcting actions
- Be meeting or exceeding performance requirements consistently over the last 3 months
TELUS Recognizes And Embraces The Importance Of Values In Our Ever-changing Workplace. To Be Successful, All Applicants Must Demonstrate Behaviors That Are Reflective Of Our Values:
- We passionately put our customers and communities first
- We embrace changes and innovate courageously
- We grow together through spirited teamwork
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.
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.
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