Quality and Training Manager

This job is with TELUS Digital, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description and Requirements
Functional Responsibilities
Coaching and Development:

- Supports CE & LS Team Leads with regular and consistent coaching.

- Reinforces team strengths and creates customized action plans to address areas for improvement.

- Properly documents development and progress.

Collaboration:

- Encourages collaboration with other departments to align with company and business strategies.

- Designs and implements action plans, policies, and procedures to ensure high CSAT performance, as directed by Management.

Operational Review:

- Actively participates in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths.

- Provides recommendations for solutions and drives process innovation.

Verint/Training LMS:

- Ensures proper usage of the tool, self-trains on all available versions, and maintains communication with IT and TI POC to report any outages.

- Keeps data updated to meet recording percentage requirements according to the client SOW.

- Ensures team members are trained and utilizing the tool effectively.

Client Relations:

- Manages client communication and acts as the point of contact for aligning Quality Assurance and business strategies.

- Contributes as a partner in developing process improvements between TELUS International and the client.

HC Forecasting and Right-sizing:

- Collaborates with Operations and Workforce to determine FTE forecasts along with New hire training scheduling and maintaining support-to-agent ratios as per agreements or SOW.

- Handles headcount requisition and ensures promotions and movements are processed.

Team Management:

- Designs improvements in departmental structures to provide career opportunities and growth for CE staff.

- Monitors departmental morale through discussions with CE staff.

- Maintains open communication by scheduling regular group discussions to address needs, requests, and issues.

- Coordinates and assists in resolving concerns faced by CE team members.

- Performs administrative tasks such as payroll, status change forms, and maintaining 202 folders.

Skills:

- Excellent communication and interpersonal skills

- Strong leadership and team management abilities

- Excellent problem-solving and conflict resolution skills

- Ability to analyze data and make strategic decisions

- Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides

Eligibility-

- Bachelor's degree is a mandatory
- Total 10 Years of International Voice and 2 years of Experience as Manager in Quality & Training in the same.
- Comfortable working in night shifts
- Comfortable for on-site role.

Additional Job Description
Hiring for LS & CE Manager- Quality and Training
Oversees LS & CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for onboarding new hire team members through new hire classes doing Quality analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 500 frontline FTEs

EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.#LI-DNI

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