Quality/Customer Experience, Operations Quality Analyst Junior

TELUS Digital; 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

Description

***Applicants should be available and willing to work on-site and/or from home, depending on business needs.***

Quality/Customer Experience, Operations Quality Analyst Junior

* Multiple positions available *

Position overview:

The Operations Quality Analyst Junior Bilingual is responsible for monitoring the various transactions of calls and/or emails/chats conducted by Customer Service Representatives, Technical Support and/or Sales. In addition, Root Cause Analysis (RCA) and overall ensuring quality standards in all lines of business and KPI compliance.

Key responsibilities:

Monitor and audit transactions by Customer Service Representatives, Technical Support and/or Sales based on internal quality assurance and/or external customers to provide an excellent experience; creating and updating daily reports on internal errors that arise within the account; to conduct the review and analysis of data or variables that affect the customer experience, establishing areas of opportunity and/or strengths; actively participate in calibrations to ensure alignment between the business, data of Customer Experience department and coaching methodology implemented; among others.

Requirements & Core competencies:

• Schedule flexibility - Mandatory
• Able to work on-site - Mandatory
• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development

Functional competencies:

• English - B2 - Required
• Oral and written comprehension.
• Appropriate use of language.
• Google Apps - Proficient
• RCA Knowledge - Desirable
• Customer Service - Advanced
• Quality Processes - Desirable

Qualifications:

• 1 year of University studies
• Experience in similar positions
• Experience in a Call Center, customer service, or quality control field with impeccable performance

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.