CX Quality Analyst & Coaching for Operations Excellence

TELUS Digital; Cork; On-site; EUR 45,000 - 65,000; Full time

Job summary

TELUS Digital Cork is seeking a Customer Experience Analyst (Quality Analyst) to join a new Cork account. The role focuses on coaching, quality assurance and performance improvement across chat, email, SMS and phone support channels.

The position supports operational excellence by ensuring quality standards are met, driving customer satisfaction, and improving KPIs through structured coaching and real-time guidance. Onsite in Cork, Ireland.

Qualifications

• Previous or current experience in a Quality Analyst, Customer Experience Analyst, or Quality Assurance role is required.
• Strong customer service focus with professional communication with colleagues, management and customers.
• Excellent analytical skills with attention to detail and problem solving.
• Proven experience delivering coaching, feedback, and performance support within an operational environment.
• Strong organisation and time management skills with the ability to prioritise in a fast-paced setting.
• Ability to manage multiple tasks while maintaining high levels of accuracy and professionalism.
• Excellent written and verbal communication skills.
• Ability to maintain confidentiality and professionalism with sensitive information.
• Strong collaboration across multiple teams and stakeholders.

Responsibilities

• Conduct quality reviews and accuracy assessments to support KPIs and customer satisfaction goals.
• Deliver structured coaching and feedback sessions to support team member development.
• Provide real-time guidance on quality standards, processes, tools and customer interactions.
• Identify performance gaps and opportunities with Team Leaders, Training and Operations.
• Maintain quality frameworks, scorecards and evaluation processes.
• Analyse quality trends and provide actionable insights to management.
• Facilitate quality workshops, calibration sessions and learning initiatives.
• Maintain accurate quality, coaching and performance records.
• Support operational improvement initiatives and ad-hoc projects.

Skills

Quality Assurance

Customer Experience

Analytical skills

Coaching & feedback

Stakeholder collaboration

Time management

Communication skills

Confidentiality

Job description

TELUS Digital Cork is seeking a Customer Experience Analyst (Quality Analyst) to join a new Cork account. The role focuses on coaching, quality assurance and performance improvement across chat, email, SMS and phone support channels.

The position supports operational excellence by ensuring quality standards are met, driving customer satisfaction, and improving KPIs through structured coaching and real-time guidance. Onsite in Cork, Ireland.