Role & Responsibilities

- Audit transactions by Customer Service Representatives based on internal quality assurance and/or external customers 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.
- Conducts calibration session with Operation Team

Preferred Candidate Profile

- Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
- Minimum 1 Year of experience as Quality Analyst from International Voice/Chat Process
- Excellent communication in English.
- Should be willing to work in shifting schedules
- Excellent written and oral communication
- Excellent problem-solving and analytics skills
- 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

Perks and Perks

- Salary up to 6 LPA
- Medicare Facility(free online consultation with Doc)
- Free pick up and drop facility will be provided within 35 Kms range
- Medical Insurance
- Life Insurance

📌 Walk_In IITelus Digital II Quality Analyst (Uttar Pradesh)
🏢 TELUS Digital
📍 Uttar Pradesh