Basic Information

Ref Number


Last day to apply


Primary Location




Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

  • Should have excellent command in French (written and oral), Monitor telephone and chat client interactions for new and existing CCC agents.

  • Assess and deliver feedback using the quality audit scorecard assessment tool.

  • Develop and maintain quality scorecard assessment tools.

  • Input and collate quality data to track CCC performance and identify trends (weekly and monthly).

  • Proactively identify and recommend process improvements.

  • Create and deliver test calls.

  • Create and maintain a library of quality recorded calls & chats for training and presentation purposes.

  • Coordinate with the Program Manager on the delivery of org-specific quality monitoring requirements.

  • Facilitate regularly scheduled calibration meetings with CAC Leadership Team and Learning and Performance.

  • Work in collaboration with the CAC Leadership Team to provide input on individual agent coaching and development plans.

  • Create and deliver campaigns and incentive programs to drive quality performance outcomes.

  • Create and contribute to engagement and employee recognition initiatives.

  • Deliver individual agent coaching and feedback.

  • Participate in the training of new hire agents.

  • Monitor CAC Quality Assurance Review trends and provide recommendations for quality improvement.

  • Present quality updates in CAC Leadership, Learning & Performance and agent team meetings.

Additional Job Description

  • Must have 1-4 years of experience.

  • Shift Timings: US/Canada Time

Language Reference

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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.
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