Position:  Customer Experience Analyst/Quality Assurance

Department: Customer Experience

Overview:

Position Summary

The Customer Experience 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. Helps Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.

Functional Responsibilities

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

• Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business needs

• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, 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 behaviours - 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 behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.

• Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Facilitates and actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.

• New hire / Nesting support - Complies with a specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department. Creates and conducts onboarding activities (orientation, mock calls, demo calls, etc.) to ensure new hires have a clear understanding about TELUS Digital customer experience standards, as well as client requirements.

• Presentations and meetings - Presents summary of CE performance, findings, recommendations, updates, etc. to internal or external customers through business reviews, huddles, and meetings. Interacts with internal and external customers on program drivers and recommendations for quality improvement.

• Mentoring - Helps Team Lead in onboarding new CE Analysts through orientation, job shadowing, training facilitation, etc. Mentors newly onboarded CE Analysts in their daily tasks. Mentors assigned CE analysts outside of onboarding activities and can stand as team POC in the absence of the CE Team Lead.

• Others - Performs tasks assigned by the immediate supervisor to accomplish accounts’ quality objectives..

Required skills + qualities (technical):

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook)

Required skills + qualities (non-technical):

• For internal candidates, at least 1 year experience in the Quality role with impeccable performance

• For external candidates, at least 3 years working experience in a call center and at least 2 years within the quality role with impeccable performance.

• Analytical skills. Problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Multi-tasking skills.

TELUS Values:

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 change and innovate courageously 

• We grow together through spirited teamwork 

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.