Operations Quality Team Leader

Position overview:

The Team Leader supports Quality Analysts for TELUS Digital 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 Quality data and Root Cause Analysis (RCA). Additionally, partner's up with other Quality Team Leaders from other TELUS Digital regions to identify and work on opportunities found from their region 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...