Customer Experience Analyst

TELUS Digital; Cape Town; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A leading telecommunications service provider in South Africa is seeking a Customer Experience Analyst to monitor the quality of frontline agent interactions. Responsibilities include conducting transaction monitoring, analyzing data, creating reports, and supporting new hire onboarding. Ideal candidates will have extensive experience in quality assurance and strong analytical skills. This role emphasizes customer satisfaction and requires excellent communication abilities within a collaborative team environment.

Qualifications

• At least 1 year experience in a Quality role for internal candidates.
• At least 3 years working experience in a call center and 2 years in a quality role for external candidates.
• Ability to adapt to changing work schedules and operate with minimal supervision.

Responsibilities

• Conduct transaction monitoring of frontline agent calls and back-office work.
• Create and update Customer Experience reports.
• Investigate customer complaints and recommend corrective actions.
• Support onboarding of new hires and conduct training.
• Present performance summaries and findings to internal or external customers.

Skills

Customer service skills

Analytical skills

Problem-solving skills

Communication skills

Teamwork

Tools

MS Office (Excel, Word, PowerPoint, Outlook)

Job description

Position

Customer Experience Analyst/Quality Assurance

Department

Customer Experience

Overview

The Customer Experience Analyst conducts transaction monitoring of frontline agent calls, e‑mails, chat or any back‑office work and performs root‑cause analysis to help Contact Center Operations drive consistent quality assurance and excellent customer experience, maintaining client confidence and loyalty. The analyst also supports the 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 monitoring goals are met and findings impact business needs.
• Reporting – creates and updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Uploads, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files for accurate analysis and process improvement/innovation.
• Targeted analysis – reviews, analyses, and interprets data that affects Customer Experience metrics, highlights areas for improvement, and creates recommendations to drive account performance.
• Flagging behaviours – investigates customer complaints and/or non‑compliance with Customer Experience standards; recommends corrective actions in accordance with company policies. Issues Incident Reports to Team Leaders for red‑flag CSR behaviours and compliance requirements observed during monitoring. Performs further deep dives of relevant data when necessary.
• Calibrations and Call Listening – prepares in advance to analyse calibration material, ensures compliance with deadlines, facilitates and actively participates during discussions to align with business, customer experience data and coaching methodology, and builds a call library for learning sessions.
• New hire / Nesting support – complies with audit targets set by the CE Team Lead, provides immediate findings to Operations and Training, and conducts onboarding activities (orientation, mock calls, demo calls, etc.) to ensure new hires understand TELUS Digital customer experience standards and client requirements.
• Presentations and meetings – presents CE performance summaries, findings, recommendations and updates to internal or external customers through business reviews, huddles and meetings. Interacts with customers on program drivers and quality improvement recommendations.
• Mentoring – assists the Team Lead in onboarding new CE Analysts through orientation, job shadowing and training facilitation, and mentors them beyond onboarding, serving as a POC in the Team Lead’s absence.
• 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 a Quality role with impeccable performance.
• For external candidates: at least 3 years working experience in a call center and at least 2 years within a quality role with impeccable performance.
• Analytical, problem‑solving and decision‑making skills; excellent oral and written communication; adaptability to changing work schedules; active listening; operates with minimal supervision; multi‑tasking skills.

TELUS Values

• We passionately put our customers and communities first.
• We embrace change and innovate courageously.
• We grow together through spirited teamwork.

Language Reference

English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. We are proudly an equal‑opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including hiring and promotion decisions, are based on applicant qualifications and performance without regard to any characteristic related to diversity.

Corporate Information

At TELUS Digital, we deliver contact center and business process outsourcing solutions to some of the world’s largest corporations across various sectors, offering safe, secure infrastructure and exceptional customer service. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.