Customer Experience, Customer Experience Team Leader

Description

Summary: The Team Leader supports Quality Analysts, designs development plans, and delivers recommendations to improve service quality and operational effectiveness. Highlights: 1. Supports Quality Analysts and ensures effective task execution 2. Designs and implements career development plans for analysts 3. Analyzes, drafts, and delivers recommendations to improve service quality **Description** **\*\*\*Applicants should be available and willing to work on\-site and/or from home depending on business needs.\*\*\*** **Customer Experience, Customer Experience Team Leader** ======================================================== **Position overview:** The Team Leader supports Operations Quality Analysts for several 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 the quality of service. Generates internal and external client reports on Operations Quality data and Root Cause Analysis (RCA). Additionally partners up with other Team Leaders from other regions and programs to identify and work on opportunities found and share best practices among them **Key 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 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 Quality analysts comply with health check audits, as well as targeted call listening compliance.processes development, among others.and performance metric results. **Requirements \& Core competencies:*** Minimum of 1 year in a staff position * Schedule flexibility * Availability to work on site * Giving support * Focusing on customers * Embracing technology * Managing self\-development **Leadership competences:*** Providing leadership * Leading change * Building effective team * Managing stakeholders **Functional competencies:*** **English \- B2: Required** * + Oral and written comprehension. + Appropriate use of language. * Proficiency with MS Office \& Google applications * + Google Sheets knowledge \- Required + Looker Studio (previously Data Studio) \- Desirable * Customer service \- Advanced * Motivation Theory \- Advanced * Quality processes \- Advanced * Feedback techniques, learning, and development \- Basic **Qualifications:*** Bachelor’s degree in any field \- Desirable * Experience in quality control \- Desirable * Lean Six Sigma yellow belt training/certification \- Desirable * **Coaching for Excellence or other coaching methodologies \- Mandatory** **About Company:** TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real\-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach \- spanning 78,000 experts in 33 countries \- and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data \& AI, Digital Experience \& IT, CX Management and Trust \& Safety. At the core of our innovation is Fuel iX™, an enterprise\-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. **Equal Opportunity Employer Statement** At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.