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Business Analyst II at TELUS Communications in Calgary, CA

TELUS Communications

This is a Full-Time position in Calgary posted Sep 03.

Business Analyst II

Calgary Alberta

Description: TELUS Communicationsneed a Business Analyst II immediately starts from Tue, 03 Sep 2013 18:34:18 GMT, this position will be placed in Alberta.

For more detail information about this job vacancy please read the description below. If interested in this position, please email us your resume, along with salary requirements and a cover letter to TELUS Communications starts from Tue, 03 Sep 2013 18:34:18 GMT.




Position Overview:
The Business Analyst II (Quality Centre of Excellence for Client Experience) will be focused on supporting a national quality blueprint defining all aspects of measuring the quality of service provided to TELUS’ consumer customers. The Analyst will serve as a trusted advisor to the L&R call centre management team by enabling them to support their agents to deliver exceptional customer service. There will be a strong tie between identifying opportunities for improving the quality of customer service and management development and training.

Enhance business performance through process improvements by identifying and analyzing gaps with quality of customer service. Work with partner groups to develop and implement tangible plans to address those gaps

Liaise with L&R business units to ensure support and adherence to the national Quality framework

Provide both ad hoc analysis and regular monthly reporting on quality metrics from TELUS’ call centres

Promote the end to end process management and governance for the call observation and calibration strategy across CE

Work with leadership team to enable and support them in coaching and developing their agents to achieve quality standards

Drive required changes to the internal observation form as strategic objectives change, to ensure accuracy and consistency in the common elements measured across all business units

Collaborates with partnering teams internal and external to Client Experience team to drive a consistent quality customer experience

Facilitate national calibrations; perform customer contact observations for audit purposes

Collaborate with fellow Quality Performance Analysts to share quality and coaching best practices


Required Skills & Abilities:
Excellent written and verbal communication skills with the ability to present information at all levels of the organization

Strong analytical abilities to develop strategies based on historical and current quality data (customer feedback & internal measurements)

Strong project management skills, ability manage multiple projects & strong organizational skills

Strategic thinker

Advanced Microsoft Office ability (especially MS Excel)

Demonstrated ability to work with peers in a cross-functional setting

Highly motivated, creative, self-sufficient with ability to work successfully under pressure

Passion for excellence, strong work ethic and solutions-oriented

Fast learner with an entrepreneurial spirit

Creativity and problem solving ability to overcome unexpected obstacles

Ability to drive self-directed initiatives – proactively identify when it’s necessary to take certain steps and move ahead with confidence

The ability to build a collaborative environment that utilizes the ‘fair process’ approach to solution building with team and partners

Demonstrated experience leading and facilitating group sessions with advanced level in facilitation and negotiation skills

Strong ability to influence and motivate people outside of an authority relationship, and forge productive and lasting alliances in disparate areas of TELUS

Ability to influence, collaborate & communicate to a large variety of audiences at all levels in the organization

Required Professional Designation/Certification:
Post Secondary Certificate and / or 3-5 years of hands-on experience in a Leadership, Project Management or Business Analysis role

Required Experience:
Minimum 3-5 years experience in contact centre environments or technical customer facing environment

Experience working in fast-paced, continually changing environment

Who is TELUS?

We’re a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

The TELUS team is as diverse as the society we live in and the customers we serve. We’re also passionate about creating success for our customers, our shareholders, our communities and our team.

Do you share our passion?



create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Primary Location



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Date Posted

Tue, 03 Sep 2013 18:34:18 GMT


TELUS Communications


Calgary, AB

How to Apply

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