Quality Analyst/Customer Experience Specialist

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 focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 70,000 team members and supporting 50+ languages in thirty-two (32) Countries across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking and a caring culture that puts customers first. The company's solutions cover customer experience, digital transformation, IT lifecycle, advisory and digital consulting, risk and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services, fintech, gaming, travel & hospitality and healthcare industries.

Learn more at: telusdigital.com

Customer Experience Analyst (Operations Quality Analyst)

Location: Cork, Ireland (Onsite)

Hours of Operation: 2:00 p.m. - 1:00 a.m., Monday to Sunday, subject to change

TELUS Digital is launching an exciting new team in our Cork office and is seeking an experienced Customer Experience Analyst (Quality Analyst) to join this new account.

This team supports customers of a leading privacy-focused technology company helping to create a safer and more private internet experience through chat, email, SMS, and phone support channels.

In this role, you will play a key part in supporting operational excellence through quality assurance, coaching, and performance improvement initiatives.

Working closely with Team Leaders, Training, and Operations Management, you will help drive customer satisfaction and operational KPIs by ensuring quality standards are consistently achieved across the account.

This is an excellent opportunity for someone passionate about coaching, continuous improvement, operational quality, and delivering impactful feedback within a fast-paced customer experience environment.

Key Responsibilities

• Conduct quality reviews and accuracy assessments to support operational KPIs and customer satisfaction goals
• Deliver structured coaching and feedback sessions to support team member development and performance improvement
• Provide real-time guidance and support on quality standards, client processes, tools usage, and customer interactions
• Collaborate with Team Leaders, Training, and Operations teams to identify performance gaps and improvement opportunities
• Support the maintenance and continuous improvement of quality frameworks, scorecards, and evaluation processes
• Analyse quality trends and provide actionable insights and recommendations to management teams
• Facilitate quality workshops, calibration sessions, and learning initiatives to reinforce best practices
• Maintain accurate quality, coaching, and performance records and provide regular reporting updates
• Contribute to operational improvement initiatives, deep dives, and ad-hoc projects requested by management or clients
• Maintain up-to-date knowledge of products, tools, policies, procedures, and operational processes
• Promote a culture of accountability, continuous improvement, and customer-focused excellence across the operation

Required Skills and Experience

• Previous or current experience in a Quality Analyst, Customer Experience Analyst, or Quality Assurance role is required
• Strong customer service focus with the ability to communicate professionally and effectively with colleagues, management, and customers
• Excellent analytical skills with strong attention to detail and problem-solving capabilities
• Proven experience delivering coaching, feedback, and performance support within an operational environment
• Strong organisational and time management skills with the ability to prioritise effectively 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 when handling sensitive information
• Strong collaboration skills with the ability to work effectively across multiple teams and stakeholders
• Demonstrated ability to identify opportunities for process and quality improvement
• Flexibility to work across changing shift patterns and operational requirements

What We’re Looking For

• A proactive and solutions-focused quality professional with a passion for continuous improvement
• A strong communicator who can deliver clear, constructive, and impactful feedback
• A collaborative team player who thrives in fast-paced and evolving operational environments
• A detail-oriented individual who is committed to delivering high standards of quality and customer experience
• A motivated professional who takes ownership and supports team success through coaching and guidance

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.