Customer Experience Quality Analyst

TELUS Digital; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

TELUS Digital Philippines is seeking an Operations Quality Analyst-Intermediate who will optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social channels to measure against established metrics and deliver data-driven insights to improve efficiency and quality.

You will lead monthly coaching for underperformers, support nesting and onboarding, and conduct calibration sessions to ensure consistent application of

Qualifications

• Strong attention to detail and analytical skills.
• General knowledge of agent performance monitoring tools.
• Excellent oral and written communication skills.
• Uses existing procedures to solve standard problems and analyzes information.

Responsibilities

• Perform analysis of agent interactions across channels to assess performance against metrics.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address issues.
• Provide QA support during nesting and first 90 days.
• Conduct calibration sessions for consistent evaluation criteria.
• Support complex customer issues/escalations when required.
• Stay up to date with account requirements and take operations calls as needed.
• Support onboarding and development of less experienced team members.
• Create QA presentations for leaders and attend client interactions when required.

Skills

Attention to detail

Analytical skills

Agent performance monitoring

Communication skills

Data analysis software

Job description

TELUS Digital Philippines is seeking an Operations Quality Analyst-Intermediate who will optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social channels to measure against established metrics and deliver data-driven insights to improve efficiency and quality.

You will lead monthly coaching for underperformers, support nesting and onboarding, and conduct calibration sessions to ensure consistent application of