Customer Experience Quality & RCA Analyst

TELUS Digital; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

TELUS Digital in Manila, Philippines, seeks a Customer Experience Analyst to monitor Service Desk interactions and conduct root cause analysis to improve QA and customer loyalty. You will deliver recommendations and reports that drive improvements in service delivery and client confidence.

The role involves analyzing customer experience data, drafting insights, and coordinating with Operations to optimize processes and the customer journey as TELUS Digital continues to scale its CX initiatives

Responsibilities

• Monitor Service Desk interactions (calls, e-mails, chat) and perform root cause analysis to improve quality assurance and customer experience.
• Generate internal and external client reports on Customer Experience data and RCA, and deliver actionable recommendations to Operations.

Job description

TELUS Digital in Manila, Philippines, seeks a Customer Experience Analyst to monitor Service Desk interactions and conduct root cause analysis to improve QA and customer loyalty. You will deliver recommendations and reports that drive improvements in service delivery and client confidence.

The role involves analyzing customer experience data, drafting insights, and coordinating with Operations to optimize processes and the customer journey as TELUS Digital continues to scale its CX initiatives