Quality Analyst/Process Trainer

As a dynamic and compassionate Quality Analyst & Process Trainer at TELUS Digital, located in Gurugram, Haryana, you will play a pivotal role in leading a high-performing team responsible for service quality and compliance in healthcare support operations. Your hybrid leadership position will involve overseeing both QA and training functions to ensure that every customer interaction upholds TELUS's high standards of care, privacy, and professionalism. In the Quality Analyst capacity, you will be responsible for auditing transactions, creating and updating customer experience reports, conducting targeted analysis to drive account performance, investigating customer complaints, and facilitating calibration sessions with the Operation Team. Your keen attention to detail and regulatory awareness will be instrumental in maintaining and improving service quality. As a Process Trainer, you will contribute to designing engaging training materials, conducting training needs assessments, delivering training programs aligned with company goals, and monitoring the effectiveness of training initiatives. Collaborating closely with subject matter experts, you will foster a culture of continuous learning within the organization and leverage learning management systems to organize and report on training activities. To excel in this role, you must possess a minimum of 2 years of experience as a Quality Analyst/Process Trainer in an International Voice Process setting, along with excellent presentation, facilitation, and communication skills. Proficiency in MS Office tools such as Excel, PowerPoint, and Word is essential. Preferred skills include prior experience in a BPO/KPO environment, familiarity with virtual training delivery tools, instructional design knowledge, and training certifications like TTT and CPTM. This position at TELUS Digital offers a unique opportunity to make a meaningful impact on customer experience, team performance, and organizational growth. If you are passionate about quality assurance, training excellence, and continuous improvement, we invite you to join our team and contribute to shaping the future of healthcare support operations.,