CX Quality Coach – Operations & Training (Cork)

TELUS Digital; Cork; On-site; EUR 45,000 - 60,000; Full time

Job summary

TELUS Digital Ireland in Cork, onsite, is seeking an experienced Operations Quality Analyst to guide teams in best practices, coach performance, and drive quality metrics. You will collaborate with team leaders to support internal targets and contribute to operational improvements.

You will work with the Training and Management teams to develop and deliver quality initiatives, rubrics, and coaching practices that enhance customer interactions across chats, email, SMS and phone channels.

Qualifications

• Experience in quality assurance and coaching in a fast paced support environment.
• Ability to guide team members on best practice methodology and client guidelines.
• Proven track record of driving quality metrics and performance improvements.

Responsibilities

• Assist team members with live case management, quality questions, and tool usage.
• Coach individuals to develop core skills and improve performance.
• Perform quality reviews and contribute to rubric maintenance and development.
• Provide training materials and reports to management and teams.
• Lead quality sessions/workshops and collaborate with managers on training needs.
• Maintain performance records and support continuous improvement initiatives.

Skills

Customer service

Attention to detail

Communication

Analytical thinking

Job description

TELUS Digital Ireland in Cork, onsite, is seeking an experienced Operations Quality Analyst to guide teams in best practices, coach performance, and drive quality metrics. You will collaborate with team leaders to support internal targets and contribute to operational improvements.

You will work with the Training and Management teams to develop and deliver quality initiatives, rubrics, and coaching practices that enhance customer interactions across chats, email, SMS and phone channels.