Senior Performance Analyst leading organic search initiatives and collaborating on paid search efforts at TELUS Santé. Optimizing digital footprint for traditional and AI - driven search landscapes.
About the role
- Quality Analyst supporting sales team ensuring call, email, and process quality. Driving improvements in customer experience and sales outcomes through systematic evaluation and coaching.
Responsibilities
- Monitor and score calls, emails, and CRM processes against established Quality Assurance (QA) rubrics and standards.
- Identify key coaching themes, produce detailed QA reports, and recommend actionable performance strategies to leadership.
- Conduct regular calibration sessions with Team Leads and Trainers to ensure consistent scoring and quality standards.
- Track adherence to required talk tracks, discovery standards, and effective objection handling techniques.
- Validate compliance with all relevant data handling, brand, and communication guidelines.
- Partner on root-cause analysis initiatives and continuous improvement projects across the sales floor.
- Other applicable duties as assigned.
Requirements
- 2+ years of experience in sales QA, revenue operations, or a support Quality Assurance environment.
- Strong attention to detail, coupled with the ability to write clear, actionable coaching feedback.
- Experience with call recording/QA platforms and CRM reporting tools.
- Understanding of digital media sales motions and standard sales stages.
- Experience building formal QA scorecards and running calibration sessions.
- Knowledge of compliance and brand standards within B2B marketing contexts.
- Analytical skills for trend analysis and turning data into actionable insights.
Benefits
- Structured learning and career development programs
- Mental health program
- Generous Paid Time Off policy
- Paid medical leave
- Child/Dependent care reimbursement
- Education reimbursement
- 401k match, hardship loan program, access to financial wellness advisor
- Comprehensive healthcare coverage including medical, dental, and vision
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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