Basic Information
Ref Number
Req_00153780
Last day to apply
30-4月-2025
Primary Location
IN - Noida - Candor Building 6
Country
India
Job Type
Support Positions
Work Style
On Site
Description and Requirements
- Audit transactions by Customer Service Representatives, and/or Sales based on internal quality assurance and/or external clients to provide an excellent experience
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, 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 behaviors - 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 behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
- 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.
- Conducts calibration session with Operation Team
- Coach the front line team members on the identified opportunity areas observed during the audit
- Should be willing to work in shifting schedules
- Excellent written and oral communication
- Excellent problem-solving and analytics skills
- Excellent understanding on TELUS Customer Experience Blueprint
- Seek appropriate guidance and advice to deliver quality outcomes. Works under limited supervision.
- Excel & G-Sheet knowledge (Desirable)
- Excellent verbal and written communication
- Must have ability to work under pressure
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.
