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.
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
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
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.
Tue, 03 Sep 2013 18:34:18 GMT