Operations CSR

Il y a 11 heures

Casablanca, Casablanca-Settat, Maroc TELUS Digital Temps plein

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Description he OIC QA plays an important role in maintaining service quality, improving agent performance, and enhancing the overall customer experience. The successful candidate will be responsible for reviewing and evaluating agent interactions across different channels, including calls, emails, chats, and other customer touchpoints, to ensure compliance with established quality standards, procedures, and performance expectations.

Key responsibilities
include identifying quality and performance gaps, preparing clear and actionable feedback for Team Leaders and Operations, supporting agents during nesting and throughout their first 90 days, conducting calibration sessions to ensure consistent evaluation standards, facilitating workshops for bottom performers, and assisting with complex customer issues or escalations when required. We are looking for someone with strong analytical skills, excellent attention to detail, good written and verbal communication skills, and the ability to interpret performance data and turn findings into practical recommendations.

Requirements:
Minimum 2 years of relevant experience in customer service, back-office support, quality, community safety, or a similar environment B2 English level Good understanding of quality monitoring and performance evaluation Strong communication and problem-solving skills Ability to work with established procedures and make sound judgments based on available information Customer-focused mindset, adaptability, teamwork, and commitment to continuous development This opportunity is ideal for someone who is passionate about quality, coaching, operational excellence, and delivering a strong customer experience. 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. Back to previous page

Operations CSR

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