DescriptionAbout the jobPosition Summary:Manages and intervenes in the enhancement of speech and communication skills of Operations team members in order to improve and maintain the quality of customer service rendered and to meet service levels. Safeguards, preserves, and maintains the quality of both oral and written communication abilities, as patterned after international consumer standards. Conducts training needs analysis (TNA) for Operations accounts to identify speech and communication training needs. Subsequently designs training modules and conducts speech or communication skills training to immediately address the training needs. Creates assessments in hiring and filters applicants based on program specific standards on communication. Works with Quality and Operations in understanding challenges in CSAT and creates training interventions from design to delivery to evaluation. Presents output and performance of focused team members to Operations and clients as needed.Required skills + qualities (technical):Strong project management skills and demonstrated ability to think strategically and systemically and achieve results by collaborating across organizational boundaries.Strong facilitation and presentation skills.Knowledge in other instructional applications and learning management systems is an asset.At least three (3) years experience in a call center or any similar industryProject Management skills and MS office Good verbal and written communication skillsAdditional Job DescriptionPosition Summary:Manages and intervenes in the enhancement of speech and communication skills of Operations team members in order to improve and maintain the quality of customer service rendered and to meet service levels.EEO StatementAt 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 EmployerAt 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.