Operations Quality Analyst-Junior

The Customer Experience Analyst (CEA) is responsible for ensuring that all processes and quality guidelines established by the account are met, by monitoring the various transactions of calls, emails and chats conducted by Customer Support Representatives. In addition, CEAs are also in charge of tasks related to back-office, root cause analysis (RCA) and overall ensuring quality standards in all lines of business and KPI compliance, also responsible for ensuring that all processes and quality guidelines are established by the account.

• Monitor and evaluate customer interactions across all channels (phone, email, chat) to ensure adherence to quality standards
• Conduct detailed transaction audits against established customer experience metrics
• Identify trends and patterns in customer interactions that impact service quality
• Support calibration efforts across Operations, Training, and support teams

• Review and analyze customer experience data to identify areas for improvement
• Generate and maintain comprehensive quality and performance reports
• Conduct root cause analysis on customer experience issues
• Develop actionable insights from customer interaction data
• Track and report on key performance indicators (KPIs)

• Assist in training activities and customer experience orientations
• Conduct call listening exercises and certification processes
• Support the implementation of customer experience improvement initiatives
• Provide coaching and feedback to support team development

Required Experience, Skills & Competencies

• 1+ years of previous experience in a call center environment
• Previous experience in quality assurance or customer service analysis preferred
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification

• Fluent in English (read, write, and speak at C1 level or higher)
• Excellent verbal, written, and interpersonal communication skills
• Strong active listening skills with ability to communicate clearly and simply
• Ability to communicate effectively across multiple channels (phone, email, chat)
• Demonstrated empathy and rapport-building capabilities

• Strong analytical mindset with proven problem-solving capabilities
• Proficiency in data analysis and reporting tools
• Proficiency with G Suite applications (Docs, Sheets, Slides)
• Advanced ability to identify trends and patterns in complex datasets
• Expertise in quality monitoring tools and systems
• Strong process orientation with ability to identify systemic issues

• Exceptional attention to detail and accuracy
• Strong time management skills with ability to handle multiple priorities
• Proven success in complex work environments
• Ability to work in a fast-paced environment and adapt to change
• Strong punctuality and dependability
• Demonstrated self-management and ownership of responsibilities
• Strong work ethic and professionalism
• Ability to work effectively with diverse personalities
• Resilience and tenacity in handling challenging situations
• Strong personal ownership and follow-through on commitments

• Proven ability to coach and provide constructive feedback
• Strong presentation skills for delivering insights to various audiences
• Ability to translate technical findings into actionable recommendations
• Excellence in building rapport and understanding team needs through appropriate probing questions

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Be a current Robinhood team member who has successfully completed training or a Tik Tok CEA
• Meet all minimum requirements listed on the job description
• Have no active Hint 2 or 3 correcting actions
• Be meeting or exceeding performance requirements consistently over the last 3 months

TELUS Recognizes And Embraces The Importance Of Values In Our Ever-changing Workplace. To Be Successful, All Applicants Must Demonstrate Behaviors That Are Reflective Of Our Values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

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

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