Operations Policy Analyst (m/f/d) - #2145970

Requirements

Description and Requirements

Are you interested in a new opportunity? If you are, please keep reading the job description below!

Operations Policy Analyst (m/f/d)

What we offer:

• Career Growth in a Thriving Global Company: Develop your career within a rapidly growing, international company that offers ample opportunities for advancement.
• Modern Workspace in the Heart of Essen: Enjoy a contemporary office in the center of Essen equipped with all you need for a productive day.
• Dynamic, Multicultural Team: Join a collaborative and diverse team with open communication and a supportive structure.
• Employee Referral Program: Earn rewards through our employee referral program by recommending top talents.
• Positive Global Work Environment: Be part of an international company that values inclusion, diversity, and a positive workplace culture.
• Challenging and Engaging Role: Engage in a variety of responsibilities, contributing to impactful projects and the company’s quality objectives.
• Workplace Perks: Enjoy office benefits like regular fruit deliveries, ergonomic workstations, and a welcoming atmosphere.
  
  
  

The Tasks:

Resources Changes related activities:

• Analysis process (Contradictory - Gaps- Ambiguity –Effect- Concepts and Feedback Alignment)
• Syncing with our partner (T3 Sessions- Flags- Escalations).
• Creating and Managing Change-Aid Tools (Presentations- Calibration - Clarifications- Guidelines- Examples)
• Delivery Process (TT Estimation- Scheduling- Training- Tracking Process)
• Follow up Actions (Reflection- Resources Availability-Technical Issues reporting-Clarifications- Syncing with Partner-Internal calibration for the correct implementation- Workarounds)
  
  
  

Resources related activities:

Gaps and Discrepancies Determination

Introducing Clarifications and Workarounds

Bugs reporting

Syncing With Partner

Ensure Availability and Accessibility

Internal Calibrations

Internal Support and Calibrations activities

QAs, SMEs support process

Tribes support (Global Tribe- WFH\WFO tribes)

Projects support

Vetting training material content

Ad-hoc activities

Interaction with partner

• T3 Upskilling Calls Participations
• Regular Policy calls (Policy Support, PCD)
• Policy Visits
• Partner Tribes Engagement
• Cross sites Calibration
• Content and policy Concepts Calibration
• Cross sites supports
  
  
  

What we expect:

• Very good knowledge of CO policies content
• Successful experience working with cross-functional groups to deliver results
• Strong proficiency in English communication skills (C1)
• Strong self-motivation
• Passion to ensure first-class results & experiences for the end user
• Ability to work successfully in a dynamic, constantly evolving environment.
  
  
  

We will need these documents:

• Cover letter, that explains your motivation and expectations for your new role
• Extended Curriculum Vitae
• Proof - C1 English Certificate (IELTS, TOEFL, Cambridge, IET).
  
  
  

Join our team and apply now!

Our recruiting team will gladly answer all your questions. We have digitized our recruiting process and are now offering virtual job interviews to all applicants. Only shortlisted candidates will be contacted.

About us: Since founded in 1998, excellent customer service is our passion - in 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

Additional Job Description

Are you interested in a new opportunity? If you are, please keep reading the job description below!

Operations Policy Analyst (m/f/d)

Language Reference

English

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.