Customer Experience Analyst

Overview

The Customer Experience Analyst conducts transaction monitoring of frontline agents\' calls, emails, or chats and performs root-cause analysis to help Contact Center Operations drive quality assurance and excellent customer experience, maintaining client confidence and loyalty. Helps the Customer Experience Team Lead with business presentations, mentoring, CSR and CE onboarding activities.

Responsibilities

• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook).
• Transaction Monitoring : Monitor and audit transactions performed by CSRs against internal and external quality assurance requirements to deliver exceptional customer experience, ensuring that monitoring goals are met and findings drive business improvements.
• Reporting : Create and update Customer Experience reports (Daily Internal Errors, Scorecard Upload, MIS, Verint 11) and maintain files for accurate analysis and process improvement.
• Targeted analysis : Review, analyze, and interpret data affecting Customer Experience metrics; highlight areas for improvement and provide recommendations to drive account performance.
• Flagging behaviours : Investigate customer complaints and non-compliance to standards; recommend corrective actions; issue Incident Reports to Team Leaders; perform deep-dives as necessary.
• Calibrations and Call Listening : Prepare calibration material, facilitate discussions, ensure deadlines; build a call library for learning and coaching; align with business and customer experience data.
• New hire / Nesting support : Conduct audits and onboarding activities (orientation, mock calls, demo calls) to ensure new hires understand TELUS Digital customer experience standards and client requirements.
• Presentations and meetings : Present CE performance summaries, findings, and recommendations to internal and external customers; engage in program discussions for quality improvement.
• Mentoring : Assist Team Lead in onboarding and mentoring CE Analysts; serve as a point of contact in the Team Lead\'s absence.
• Others : Perform tasks assigned by the immediate supervisor to accomplish quality objectives.

Qualifications

Technical skills :

Non-technical skills :

Telus Values

EEO and Language

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities; language : English. EEO : We are an equal opportunity employer; qualifications, merit, and performance determine hiring and promotion without regard to diversity characteristics.

Job Details

Language Reference : English

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