Venue- TELUS Digital, Tower-6, UG Floor, Candor Techspace, Sector 135 Noida UP 201304
Role & Responsibilities
Audit transactions by Customer Service Representatives, Technical Support, and/or Sales 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 2 Years of experience as Quality Analyst from International Voice 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
Competitive sala
📌 Quality Analyst | Walk In Drive on 31st July (Noida)
🏢 TELUS Digital
📍 Noida
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