Descripción del empleo
The WFM (Quality) Specialist within our WFM Center of Excellence is pivotal in enhancing and maintaining the operational efficiency of our workforce management processes. This position requires a proactive individual with a COPC certification tasked with applying COPC standards to optimize WFM procedures, conducting quality assurance activities, and leading process standardization and deployment initiatives. The ideal candidate will contribute to organizational and process (re)design and manage content for Standard Operating Procedures (SOPs). Main Responsibilities: COPC Standard: Apply the fundamentals of the COPC Quality Standard to improve processes and ensure alignment with industry best practices and standards. Quality Assurance: Perform regular internal audits and other activities to identify areas for process improvement, reduce errors, and ensure compliance with established standards and regulations. Process Standardization and Deployment: Design and implement standardized processes and practices across the organization to improve efficiency and consistency, as well as increase the utilization of tools, systems, and processes Organizational and Process (Re)Design: Analyze current organizational structures and processes, recommending and implementing redesigns to enhance operational effectiveness and adaptability. Content Management: Manage and update SOPs and other critical documentation, ensuring they are current, accurate, and accessible to all relevant stakeholders. Collaboration and Training: Work closely with WFM and other cross-functional teams to share best practices, provide training on new processes or tools, and foster a culture of continuous improvement. Reporting and Analysis: Monitor and report on process performance, identifying trends and making data-driven recommendations for improvements. Qualifications: COPC Knowledge and Application Quality Assurance Expertise Process Improvement Methodologies Data Analysis and Reporting Strategic Planning Analytical Thinking Continuous Improvement Strong analytical and problem-solving abilities Excellent communication and interpersonal skills, with the ability to work effectively across all levels of the organization Knowledge: English B2: Required Oral and written comprehension. Appropriate use of language. Proficiency with GSuite applications Customer Service – Advanced Excellent analytical and problem-solving skills Studies & Experience: Advance University Studies or Bachelor’s degree – Required Possess a current COPC certification – Required At least 3-5 years of experience in Workforce Management, Quality Assurance, or a similar role within a complex and international operational environment Proficiency in WFM tools and technology Knowledge of process improvement methodologies such as Lean or Six Sigma – It’s a plus Demonstrated ability to manage multiple priorities and projects with tight deadlines. Commitment to excellence and high standards of accountability – Required 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.
