TELUS Digital Openings for Quality Assurance

Job Role: Quality Analyst International Voice Process Eligibility: Graduate / Postgraduate; Undergraduates are not eligible Experience: Minimum 2 years of experience Job Location: Noida, Uttar Pradesh, India Company Profile: TELUS Digital is a global customer experience transformation company that helps leading brands improve customer journeys, operational performance, and digital experiences. The company combines data, technology, AI, and human expertise to deliver customer experience solutions across multiple industries. TELUS Digital operates across areas including Customer Experience Management, Data & AI, Digital Experience & IT, Trust & Safety, and enterprise technology solutions. With a global workforce and operations across multiple countries, the company focuses on helping organizations improve service quality, customer satisfaction, and business performance through technology and analytics. Roles & Responsibilities: Audit customer service, technical support, and sales transactions according to internal quality standards and client requirements. Monitor customer interactions to ensure excellent service quality and compliance with established processes. Prepare and update Customer Experience reports, MIS reports, scorecards, and error reports. Retrieve, maintain, and analyze data to support process improvement and operational performance. Analyze customer experience metrics and identify areas requiring improvement. Investigate customer complaints, process violations, and non-compliance issues. Identify critical CSR behaviors and escalate red-flag observations to Team Leaders. Recommend corrective actions based on quality findings and company policies. Conduct detailed analysis of relevant customer service data when required. Conduct calibration sessions with the Operations Team to maintain consistent quality standards. Support continuous improvement initiatives by identifying process gaps and recommending solutions. Work under limited supervision while maintaining accuracy and quality standards. Skills: Quality Assurance / Quality Analyst experience International Voice Process experience Excellent English communication skills Strong verbal and written communication Customer Experience Management Quality Auditing and Transaction Monitoring Data Analysis and Reporting Problem-Solving Skills Analytical Thinking MS Excel and Google Sheets MIS Reporting Calibration and Quality Monitoring Complaint Analysis Ability to work under pressure Ability to work in rotational shifts .