Job
Description
Dear Candidate Please find the Company Profile and Job Description mentioned below. TELUS Digital, formerly known as Telus International, is a parent company of Telus Corporation, one of the largest telecommunications/telecom companies in Canada. We hold the largest market share in Canada and the USA and have a global presence. For example, in India, we have Jio, Airtel, Vodafone, etc. We have offices in Noida, Gurugram, Bengaluru, Mumbai, and Ahmedabad. We specialize in four key verticals, broadly categorized as: Digital Solutions, Customer Experience, Healthcare, and Artificial Intelligence." Job Description Quality Manager - Customer Experience The Customer Experience (CE) Manager will be co-responsible with the operation for the professional and optimum performance of the CE teams; is also responsible for allocating the required resources for developing the quality programs and framework. Must support the creation of the Quality framework and ensure the quality of service to run operations smoothly. Works with their team to develop industry-leading Customer Experience and Quality standards, provides the timely analysis for Operations team. Reviews & approves recommendations to support our Operations and Clients. Manages a profile of competencies to be developed for CEAs and CE Team Leaders, and implements SMART career plans for each of their team members to ensure maximum development, client, and operational output. Main Responsibilities: Encourages collaboration between departments to contribute to the business strategy Ensures quality and compliance activities are updated and performed in a timely manner Adopts and drives global standards for quality and compliance Actively participates within internal and external meetings (WBR, MBR, QBR, YBR, etc) Manages client relations to align quality and customer experience standards Supports the development of effective and timely analytics to our operations team Plans development and engagement activities for CE Team Coordinates the best use of their resources for CE to support the operations Coordinates and communicate with recruitment to ensure profiles are updated Owns Quality KPIs and works diligently to identify process gaps or possibilities of fraud/non compliance Ensure audit and analysis requirements of the business are met at all times Works well with internal and external stakeholders to identify process opportunities and share recommendations and Quality strategies Eligibility Criteria 3 or more years of relevant experience Bachelor's degree in any field. Qualifications: Strong leadership & management Creativity and innovation Presentation skills Analytical skills Organizational skills Effective Decision-making & problem-solving Results-oriented and have the ability to report them Ability to work with teams across multiple regions Knowledge: English - B2 or above: - Required Oral and written comprehension Appropriate use of language Strong verbal and written communication skills Intermediate to advanced level experience with MS Office applications, including budget management & reporting Customer excellence & quality knowledge Perks and Benefits Shift Timing- Fixed Night Shift Working Model: 5 days (work from Office) Rotational Shifts Location: Noida Sector-135 Free pick up and drop facility will be provided within 35 Kms range
