Descripción de la Oferta

The Quality Supervisor supports Customer Experience Analysts team for TELUS programs and ensures tasks/responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting and delivering recommendations to improve quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).

Main Responsibilities:
Completes root cause, and process gap analysis for executive escalations, specific client complaints, results and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc); Ensures tool’s usage, as well as self-train for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc.; Maintains updated data to comply with recording % according to client SOW; Meets with AGM and CE Manager to reveal findings, trends and recommendations that will benefit operational KPIs; Ensures CE analysts comply with health check audits, as well as targeted call listening compliance.

Requirements:
- Proficiency in English Language
- Proficiency with MS Office applications
- Strong verbal and written communication skills and analytical skills
- Customer Service - Advanced
- Motivation Theory - Advanced
- Feedback techniques, learning and development - Basic
- Quality Processes - Advanced
- Bachelor’s degree in any field
- Minimum of 1 year work experience in a Supervisory role - Required.
- Six Sigma Yellow Belt Training / Certification - Desirable