Quality Monitoring Associate - French

As a Quality Assurance Analyst at TELUS Digital, you will report to the Manager, Quality Assurance, and be responsible for managing the entire life cycle of Complaint Management (QAR) initiated by our end-user clients via the Care Access Center. Your role includes recognizing quality trends, understanding impacts, and reporting findings related to end-user complaints. Collaboration with various service delivery departments within IHS is essential to ensure thorough investigations are conducted and resolutions are documented effectively. Key Responsibilities: - Manage QAR Complaints, including investigating case issues and coordinating with internal stakeholders for resolution - Prioritize QARs and tasks appropriately - Utilize strong communication and collaboration skills while working with different service delivery departments within IHS - Effectively manage multiple competing priorities - Participate in regular Quality Management calibration meetings - Identify and assess impacts and dependencies of actions and QAR resolutions frequently Qualifications Required: - Minimum 2 years of experience in Call monitoring and Customer Service - Non Tech Graduate with proficiency in French Language At TELUS Digital, we are dedicated to enabling customer experience innovation through teamwork, agile thinking, and a customer-first culture. As the global arm of TELUS Corporation, one of Canada's largest telecommunications service providers, we deliver contact center and business process outsourcing solutions to leading corporations in various sectors. Our multi-shore, multi-language programs offer secure infrastructure, value-based pricing, skilled resources, and exceptional customer service, all supported by our multi-billion dollar telecommunications parent, TELUS. TELUS Digital is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We base all employment decisions on applicants" qualifications, merits, competence, and performance, without regard to any characteristic related to diversity.,