Customer Experience QA Lead: Coaching & Growth

TELUS Digital; Philippines; On-site; PHP 360,000 - 520,000; Full time

Job summary

TELUS Digital in the Philippines is seeking a Customer Experience professional to support analysts, design career development plans, and deliver recommendations to improve service quality. This role ensures timely client reporting and alignment with RCA findings.

You will analyze root causes, manage CE audit processes, promote continuous learning, coach analysts, onboard new hires, and strengthen client relationships through collaborative reviews and performance improvements.

Qualifications

• Analyzes, drafts and delivers recommendations to improve quality of service.
• Performs root cause and process gap analyses for executive escalations and client complaints.
• Manages CE audit forms and guidelines impacting KPIs.
• Coordinates CE audits and promotes guidelines for new lines of business.

Responsibilities

• Completes root cause and process gap analyses for escalations and client complaints.
• Produces internal and external client reports on CX data and RCA findings.
• Ensures CE tool usage (Verint) and coordinates with IT for outages.
• Coaches CE Analysts and supports onboarding and continuous learning.
• Manages client relationships and aligns with CE Manager on findings and improvements.

Skills

Root cause analysis

Process improvement

Client reporting

Verint

Coaching

Onboarding

Customer relationships

Tools

Verint

CRM systems

Job description

TELUS Digital in the Philippines is seeking a Customer Experience professional to support analysts, design career development plans, and deliver recommendations to improve service quality. This role ensures timely client reporting and alignment with RCA findings.

You will analyze root causes, manage CE audit processes, promote continuous learning, coach analysts, onboard new hires, and strengthen client relationships through collaborative reviews and performance improvements.