Description
Job Description
- Conduct daily monitoring, reviews and assessments, prepare documentation, measure quality performance.
- Review track and manage the implementation & efficiency of all quality monitoring procedures and systems.
- Conduct reviews of individual and team capability to ensure quality performance meets targets.
- Review client claims and non-compliance issues.
- Conduct data analysis to identify areas for improvements.
- Identify and implement the best methodology that is appropriate and applicable to improve quality.
- Develop, recommend and monitor corrective and preventive actions.
- Evaluate and audit team quality included in external and internal reports.
- Check and validate any findings and implement appropriate corrective action.
- Maintain standards and performance quality for all services provided.
- Maintain good communication with development teams to improve business processes.
Job Requirement
- Have at least 2 years of experience as a Senior Quality Analyst or 3 years of experience as Quality Analyst in a similar capacity within a customer service, support or BPO work environment.
- Bachelor's Degree or at least Associate Certificate.
- English Proficiency Score (CERF) of C1 or better.
- Above average competencies in the use of the following applications or their equivalents:
- Excel (or any similar spreadsheet program).
- Word (or any similar word processing program).
- PowerPoint (or the equivalent).
- Proficiency in the following concepts: Root Cause Analysis Tools (5 Whys, Scatterplot, Fishbone, FMEA), AID Coaching Methodology, SBIRA Coaching Methodology.
- Content moderation environment work experience is a plus but not required.
- Willing to work on public holidays and shifting schedules including night shifts when needed.
- Willing to work on site in Hanoi - Vietnam
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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