Quality Analyst

TELUS Digital; Cape Town; On-site; ZAR 260,000 - 460,000; Full time

Job summary

TELUS Digital is hiring an Operations Quality Analyst – Intermediate to optimize agent performance and enhance customer experience. You will review sales interactions across channels, evaluate calls for quality and compliance, and provide data-driven insights to improve efficiency.

You will lead calibration sessions and support onboarding of junior team members. The role requires 3+ years in operations quality analysis, strong analytical abilities, and excellent communication skills.

Qualifications

• 3+ years of experience in operations quality analysis.
• Strong attention to detail and analytical skills.
• Excellent oral and written communication skills.
• Experience evaluating sales team performance and sales calls, with an understanding of sales methodologies, quality standards, and performance metrics.

Responsibilities

• Analyze sales agent interactions across channels to assess performance against quality, compliance, and sales metrics.
• Evaluate sales calls for techniques, engagement, objections, product knowledge, and compliance.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address issues.
• Provide QA support during nesting and the first 90 days for agents.

Skills

Analytical skills

Attention to detail

Communication skills

Sales quality evaluation

Quality metrics

Tools

Agent performance monitoring tools

Job description

As an Operations Quality Analyst – Intermediate, you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of sales team interactions with clients across different channels to evaluate performance against established metrics, including assessing sales calls for quality, compliance, sales effectiveness, and adherence to sales processes, while providing data-driven insights to improve operational efficiency and quality.

Key Responsibilities

• Perform analysis of sales agent interactions with clients across various channels (recorded sales calls, emails, chats, social media) to assess their performance against the account’s established quality, compliance, and sales metrics.
• Evaluate sales calls to assess sales techniques, customer engagement, objection handling, product knowledge, compliance, and overall sales effectiveness.
• Identify areas of non-compliance (procedures or behaviors) and prepare reports with actionable insights for Team Leaders to address.
• Conduct monthly workshops for bottom performers to address common issues identified during the audits.
• Provide more focused QA support to agents during nesting and their first 90 days.
• Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations.
• Support complex customer issues/escalations when required by the account.
• Stay up to date as required by the account (taking operations calls or other defined activities).
• Support the onboarding and development of less experienced members of the team.
• Support the creation of QA-related presentations for leaders and attend client interactions when required.

Technical Skills Required

• 3+ years of experience in operations quality analysis.
• Strong attention to detail and analytical skills.
• General knowledge of agent performance monitoring tools.
• Experience evaluating sales team performance and sales calls, with an understanding of sales methodologies, quality standards, and performance metrics.
• Excellent oral and written communication skills.
• Uses existing procedures to solve standard problems, analyzes information, and applies standard practices to make sound judgments.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

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

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.