Customer Experience Team Leader

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

Description

• Analysis - Completes root cause, and process gap analysis for executive escalations, specific client complaints. Responds to the client on a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfactions.
• CE Audit Form and Guidelines - Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc). In addition, processes CE audit form disputes. Collaborates with internal and external customers in building and implementing CE audit form and guidelines for new lines of business or when CE strategies are updated.
• Verint - Ensures tool’s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording % according to client SOW.
• Operational alignment - Meets with AGM and CE Manager to reveal findings, trends and recommendations that will benefit operational KPIs. Participates within Weekly, Monthly and Yearly Business reviews. For targeted analysis calibrates project scope, audits sample size and recurrent touchpoints to communicate progress.
• Transactional Monitoring - Ensures CE analysts comply with health check audits, as well as targeted call listening compliance. Completes random re-audits (preferably side by sides) to CE analyst to determine wins, gaps, and alignment to strategies. Audits CE analyst transaction to ensure that quality of service is delivered.
• CE Analyst Coaching and Development - Provides coaching for analyst skill development and promotes learning corporate initiatives. Monitors CE Analyst's performance, identifies performance gaps, and addresses them through using the company's standard coaching methodology, performance improvement plan, performance management, etc. Identifies CE Analyst's strengths and prepares them to handle increased responsibilities.
• Onboarding and Continuous Learning - Identifies CE Analysts by assessing applicants based on skills, work attitudes, and behaviors required to ensure that the CE team is comprised of competent and efficient team members. Conducts onboarding activities to ensure baseline knowledge and skills are set. Provides supplementary and continuous learning activities for the CE Analyst through the course of their tenure.
• Managing Client Relationships - Manages client communication and contributes as partners to develop process improvement between TELUS International & the client.
• Team Management - Keeps abreast on departmental morale as derived from discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.

Description

• Analysis - Completes root cause, and process gap analysis for executive escalations, specific client complaints. Responds to the client on a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfactions.
• CE Audit Form and Guidelines - Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc). In addition, processes CE audit form disputes. Collaborates with internal and external customers in building and implementing CE audit form and guidelines for new lines of business or when CE strategies are updated.
• Verint - Ensures tool’s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording % according to client SOW.
• Operational alignment - Meets with AGM and CE Manager to reveal findings, trends and recommendations that will benefit operational KPIs. Participates within Weekly, Monthly and Yearly Business reviews. For targeted analysis calibrates project scope, audits sample size and recurrent touchpoints to communicate progress.
• Transactional Monitoring - Ensures CE analysts comply with health check audits, as well as targeted call listening compliance. Completes random re-audits (preferably side by sides) to CE analyst to determine wins, gaps, and alignment to strategies. Audits CE analyst transaction to ensure that quality of service is delivered.
• CE Analyst Coaching and Development - Provides coaching for analyst skill development and promotes learning corporate initiatives. Monitors CE Analyst's performance, identifies performance gaps, and addresses them through using the company's standard coaching methodology, performance improvement plan, performance management, etc. Identifies CE Analyst's strengths and prepares them to handle increased responsibilities.
• Onboarding and Continuous Learning - Identifies CE Analysts by assessing applicants based on skills, work attitudes, and behaviors required to ensure that the CE team is comprised of competent and efficient team members. Conducts onboarding activities to ensure baseline knowledge and skills are set. Provides supplementary and continuous learning activities for the CE Analyst through the course of their tenure.
• Managing Client Relationships - Manages client communication and contributes as partners to develop process improvement between TELUS International & the client.
• Team Management - Keeps abreast on departmental morale as derived from discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.

Required skills + qualities (technical):

• Bachelor’s degree in any field
• Six Sigma Yellow Belt certified/trained If internal, iAspire, Coaching Excellence-trained, Advanced Excel certified
• For internal candidates, at least 2 years experience in the Quality role with impeccable performance For external candidates, at least 4 years working experience in a call center, at least 3 years within the quality space and 2 years as a supervisor with impeccable performance. If external, additional requirement should have coaching experience
• Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)

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.

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.