Quality Analyst

Quality Analyst – International Process

Company: TELUS Digital

Position: Quality Analyst – International Voice Process

Experience: Minimum 2 years as a Quality Analyst

Education: Graduate / Postgraduate

Work Mode: Work from Office

Shift: Rotational / Shifting schedules

About the Role

TELUS Digital is looking for an experienced and detail-oriented Quality Analyst to monitor and evaluate customer interactions across Customer Service, Technical Support, and Sales processes.

The ideal candidate should have strong analytical skills, excellent English communication, and hands-on experience in quality auditing within an International Voice Process.

Key Responsibilities

• Audit transactions handled by Customer Service Representatives, Technical Support, and Sales teams according to internal quality standards and client requirements.
• Ensure transactions meet required Customer Experience, quality, compliance, and process standards.
• Prepare and maintain Customer Experience reports, including:
• Daily Internal Error Reports
• Quality Scorecards
• MIS Reports
• Scorecard Uploads
• Other account-specific quality reports
• Retrieve, update, and maintain accurate data and files for reporting and analysis.
• Review and analyze quality data to identify trends, performance gaps, and opportunities for process improvement.
• Conduct targeted analysis of Customer Experience metrics and provide actionable recommendations to improve account performance.
• Investigate customer complaints, process deviations, and non-compliance with Customer Experience standards.
• Identify and flag critical or red-flag behaviors observed during transaction monitoring.
• Issue Incident Reports to Team Leaders for significant quality, compliance, or behavioral concerns.
• Conduct detailed data analysis and deep dives whenever required.
• Recommend appropriate corrective actions in line with company policies and process requirements.
• Conduct regular calibration sessions with the Operations Team to ensure consistency in quality evaluation.
• Work closely with Operations and other stakeholders to improve customer experience and overall account performance.
• Maintain confidentiality and accuracy while handling customer and business-related information.

Candidate RequirementsEducation

• Graduate or Postgraduate candidates can apply.
• Undergraduate candidates are not eligible.

Experience

• Minimum 2 years of experience as a Quality Analyst is required.
• Experience must be in an International Voice Process.
• Experience in Customer Service, Technical Support, or Sales processes will be preferred.

Required Skills

• Excellent English communication skills.
• Strong verbal and written communication.
• Excellent analytical and problem-solving skills.
• Strong attention to detail.
• Ability to interpret and analyze quality and performance data.
• Good knowledge of MS Excel and Google Sheets is desirable.
• Ability to identify process gaps and recommend effective solutions.
• Ability to work independently with limited supervision.
• Willingness to work in rotational/shifting schedules.
• Ability to work effectively under pressure.
• Strong understanding of quality assurance and customer experience standards.
• Ability to provide appropriate guidance and recommendations to improve quality outcomes.

Salary & Benefits

• Competitive Salary
• Attractive Annual Performance Bonus
• Free Online Doctor Consultation / Medicare Facility
• Medical Insurance
• Life Insurance
• Free Pick-up & Drop Facility within a 35 km radius
• Career Growth Opportunities

About TELUS Digital

TELUS Digital is a global customer experience transformation partner serving some of the world's leading brands. The company combines data, technology, and human expertise to deliver differentiated customer experiences, improve operational effectiveness, and scale AI solutions.

With approximately 78,000 experts across 33 countries, TELUS Digital supports more than 600 organizations worldwide.

Its solutions span Data & AI, Digital Experience & IT, CX Management, and Trust & Safety, with a strong focus on innovation and customer experience.

Equal Opportunity Employer

TELUS Digital is committed to creating a diverse and inclusive workplace. All employment decisions, including hiring and promotion, are based on qualifications, merit, competence, and performance, without discrimination based on characteristics protected by applicable law.

Who Should Apply?

This opportunity is ideal for candidates who:

• Have 2+ years of Quality Analyst experience in an International Voice Process.
• Have strong English communication skills.
• Have experience in transaction monitoring and quality auditing.
• Are comfortable working in rotational/shifting schedules.
• Have good analytical and problem-solving abilities.
• Have knowledge of Excel and Google Sheets.
• Can work under pressure while maintaining accuracy and quality standards.
• Are graduates or postgraduates.

How to Apply

Interested and eligible candidates can contact:

Anusha Roy

WhatsApp: 9346690976

Email: [email protected]

Candidates who meet the eligibility criteria are encouraged to contact us for further details and the application process.

Pay: ₹40,000.00 - ₹55,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Paid sick time
• Provident Fund

Work Location: In person