Customer Experience Analyst (Quality Analyst)

As an experienced Quality Assurance Auditor, you will be responsible for auditing transactions by Customer Service Representatives and Sales teams to ensure an excellent customer experience. Your key responsibilities will include: - Reporting: You will create and update Customer Experience reports such as Daily Internal Errors, Scorecard Upload, and MIS. This involves retrieving and updating files and data to maintain accurate analysis for process improvement and innovation. - Targeted analysis: You will review, analyze, and interpret data impacting Customer Experience metrics. By identifying areas for immediate improvement and overall strengths, you will provide effective recommendations to enhance account performance. - Flagging behaviors: Investigate customer complaints and non-compliance issues related to Customer Experience standards. You will recommend corrective actions in line with company policies and issue Incident Reports for red flag behaviors observed during transaction monitoring. - New hire / Nesting support: Comply with a specific number of audits set by the CE Team Lead to provide immediate findings to Operations and the training department. Conduct calibration sessions with the Operations Team and coach front line team members on identified opportunity areas. Qualifications required for this role include: - Willingness to work in shifting schedules - Excellent written and oral communication skills - Strong problem-solving and analytics abilities - Proficiency in TELUS Customer Experience Blueprint - Ability to seek guidance for delivering quality outcomes under limited supervision - Knowledge of Excel & Google Sheets (Desirable) - Ability to work effectively under pressure In addition, you must demonstrate excellent verbal and written communication skills to excel in this role.,