About the Company
TELUS International is a global customer experience and digital IT solutions provider. We partner with the world’s most disruptive brands to design, build, and deliver high-tech, high-touch customer experiences. Our expertise spans digital CX, advisory services, data annotation, and AI-powered solutions, helping companies enhance their products and services through superior data quality and insights. We foster an inclusive and supportive environment where innovation and personal growth are paramount.
Job Description
We are seeking a diligent and detail-oriented Call Center Audio Tagger for Quality Analysis to join our remote team. In this critical role, you will be responsible for meticulously listening to and annotating audio recordings from call center interactions, identifying key conversational elements, sentiment, and compliance issues. Your work will directly contribute to improving the quality of our AI models and enhancing customer experience. This is a 100% remote position, offering flexibility and the opportunity to work from anywhere within the UK.
Key Responsibilities
- Accurately listen to and transcribe/tag audio recordings from customer service interactions.
- Categorize and annotate various elements within audio data, including topics, speaker turns, sentiment, and specific keywords.
- Identify and flag quality assurance issues, compliance breaches, and areas for agent improvement.
- Maintain strict confidentiality and adhere to data privacy protocols.
- Provide clear and constructive feedback based on audio analysis.
- Collaborate with quality assurance and AI development teams to refine tagging guidelines and improve data accuracy.
- Meet daily and weekly tagging targets while maintaining high standards of quality.
Required Skills
- Excellent listening skills and attention to detail.
- Strong command of the English language, both written and verbal.
- Proficiency with computer systems and comfortable learning new software.
- Ability to concentrate for extended periods and perform repetitive tasks accurately.
- Strong organizational and time management skills.
- Reliable high-speed internet connection and a quiet home office environment.
Preferred Qualifications
- Previous experience in a call center, customer service, or data entry role.
- Familiarity with audio tagging software or transcription tools.
- Understanding of basic quality assurance principles.
- Experience working in a remote or distributed team environment.
Perks & Benefits
- Competitive annual salary.
- Opportunity to work from home (100% remote).
- Comprehensive training and ongoing support.
- Access to a supportive and collaborative team environment.
- Opportunities for professional development and career growth.
- Paid time off and holiday pay.
- Employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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