Customer Experience Leader: Quality & Ops Coach

TELUS Digital; Philippines; On-site; PHP 400,000 - 650,000; Full time

Job summary

TELUS Digital in the Philippines is seeking a detail-oriented CE Analyst to support customer experience improvements. You will conduct root cause and gap analyses for executive escalations and client complaints, and coordinate with operations to brainstorm preventive solutions.

Responsibilities include managing CE audit forms, ensuring Verint usage and data accuracy, and presenting actionable insights in business reviews.

Qualifications

• Bachelor's degree required.
• Six Sigma Yellow Belt certification or training with advanced Excel proficiency.
• Experience in quality or call center roles; coaching experience preferred.
• Proficiency with MS Office applications (Word, Excel, PowerPoint).

Responsibilities

• Analysis: perform root cause and process gap analyses for executive escalations and client complaints.
• CE audit form management: track findings and KPI correlations impacting customer experience.
• Verint usage: promote tool adoption, training, and data accuracy per client SOW.
• Operational alignment: share findings and recommendations in leadership reviews and business reviews.
• CE Analyst coaching and development: provide training and support to analysts for skill growth.
• Onboarding and continuous learning: participate in hiring, onboarding, and ongoing learning for CE team.

Skills

Six Sigma Yellow Belt

MS Office

Coaching

Advanced Excel

Education

Bachelor’s degree in any field

Tools

Excel

Job description

TELUS Digital in the Philippines is seeking a detail-oriented CE Analyst to support customer experience improvements. You will conduct root cause and gap analyses for executive escalations and client complaints, and coordinate with operations to brainstorm preventive solutions.

Responsibilities include managing CE audit forms, ensuring Verint usage and data accuracy, and presenting actionable insights in business reviews.