Allgemeine Angaben
Ref Number
Req_00159091
Standort
PH - Manila - Vertis North CC - Tower 3
Land
Philippinen
Job Kategorien
Business Process Outsourcing
Jobbeschreibung
The Quality Assurance Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.
Zusätzliche Stellenbeschreibung
- Checks Customer Service Quality: Monitors and audits transactions to ensure they meet quality standards and aim for excellent customer service.
- Creates Customer Reports: Generates and updates reports on customer experience using various data sources for analysis and improvement.
- Analyzes Data for Improvement: Reviews customer experience data to identify areas needing improvement and recommends actions to boost performance.
- Flags Issues and Non-Compliance: Investigates complaints and deviations from standards, suggests fixes, and reports serious issues to team leaders.
- Participates in Calibration and Listens to Calls: Helps ensure consistent quality evaluations and builds a library of calls for training and learning.
Required skills + qualities (non-technical):
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent oral and written communication, along with active listening skills.
- Adaptable to changing work schedules and able to operate with minimal supervision.
- Proficient in MS Office applications (Word, Excel, PowerPoint).
- Minimum of 2 years call center experience, including at least 1 year in a quality role with impeccable performance, and willingness to work onsite in Vertis North, Quezon City.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
