Walk-in | Quality Analyst/ Quality Team Lead

TELUS International; Sector 10; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary & annual bonus

Medicare facility (online consult)

Free pickup and drop within 35 Kms

Medical Insurance

Life Insurance

Job summary

TELUS International is seeking a Quality Analyst/Quality Team Lead with at least 1 year of experience in international sales processes from a BPO background. The role requires excellent English communication, ability to work in shifts, and strong analytical skills to improve customer experience metrics. Candidates with graduate-level education are encouraged to apply.

Domestic experience is not considered. The position offers a competitive salary with annual bonus, medical and life insurance,

Qualifications

• Graduate, Post Graduates can apply (undergraduates are not eligible)
• Minimum 1 Year of experience as Quality Analyst/Quality Team Lead from International Sales Process from BPO background is mandatory
• Domestic Experience will not be considered.
• Excellent communication in English.
• Should be willing to work in shifting schedules.
• Excellent verbal and written communication
• Excel & G-Sheet knowledge (Desirable)

Responsibilities

• Audit transactions by CSRs, Technical Support, and/or Sales to provide an excellent experience
• Reporting - Creates & updates CX reports for the account by retrieving and updating files
• Targeted analysis - Reviews data affecting CX metrics and provides recommendations
• Flagging behaviors - Investigates complaints and non-compliance; issues incidents
• Conducts calibration session with Operation Team

Skills

Excellent communication in English

Problem-solving and analytics

Ability to work under pressure

Willingness to work in shifting shifts

Education

Graduate or higher

Tools

Excel

Google Sheets

Job description

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 1 Year of experience as Quality Analyst/Quality Team Lead from International Sales Process from BPO background is mandatory
• Domestic Experience will not be considered.
• 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 Benefits

• Competitive salary & Attaractive Annual Bonus
• Medicare Facility(free online consultation with Doc)
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance