On-site Bilingual Junior CX Quality & Operations Analyst

TELUS Digital India; Ciudad de México; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

TELUS Digital is seeking an Operations Quality Analyst Junior to monitor transactions across Customer Service, Technical Support, and Sales. The role includes RCA and ensuring quality standards and KPI compliance, with on-site or remote work depending on business needs.

The candidate should have 1 year of university studies and call center/quality control experience, strong English (B2), and a customer-focused mindset. Flexibility and Google Apps proficiency are required.

Qualifications

• Bilingual English required (Spanish/English)
• Experience in Call Center, customer service, or quality control
• 1 year of university studies or equivalent

Responsibilities

• Monitor and audit transactions by CSRs, Technical Support, and Sales to ensure quality and KPI alignment.
• Prepare daily reports on internal errors and conduct data RCA to identify opportunities and strengths.

Skills

English B2

Quality assurance

Customer service

RCA knowledge

Schedule flexibility

On-site availability

Google Apps proficient

Education

University studies (1 year)

Tools

RCA tools

Job description

TELUS Digital is seeking an Operations Quality Analyst Junior to monitor transactions across Customer Service, Technical Support, and Sales. The role includes RCA and ensuring quality standards and KPI compliance, with on-site or remote work depending on business needs.

The candidate should have 1 year of university studies and call center/quality control experience, strong English (B2), and a customer-focused mindset. Flexibility and Google Apps proficiency are required.