Emerging Talent: Junior Operations QA Analyst

TELUS Digital; Manila; On-site; PHP 260,000 - 420,000; Full time

Job summary

TELUS Digital Philippines is seeking a Junior Operations Quality Analyst to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social media to gauge performance against established metrics and provide data-driven insights for operational improvements.

You will mentor bottom performers, conduct calibration sessions, and support nesting periods to ensure consistent application of criteria.

Qualifications

• Internal applicants only: must be TELUS Digital Philippines regular team member
• No disciplinary action in past 6 months
• Passing scorecard criteria tied to Objectives and TELUS Values
• Average 6 months scorecard shows ACHIEVING for promotion or DEVELOPING for lateral movement
• Certified in Explore certification to apply for Officer - People leader role
• Must complete Explore learning module in MyGrowth for Officer - Individual Contributor role

Responsibilities

• Analyze agent interactions across channels (calls, emails, chats, social media) to assess performance against metrics
• Identify non-compliance areas and report actionable insights to Team Leaders
• Conduct monthly workshops for bottom performers to address issues from audits
• Provide focused QA support during nesting and first 90 days
• Conduct calibration sessions to ensure consistent application of evaluation criteria
• Support complex customer issues/escalations when required by the account
• Stay updated on account requirements (taking operations calls or other defined tasks)

Skills

QA analysis

Calibration

Data-driven insights

Agent performance review

Job description

TELUS Digital Philippines is seeking a Junior Operations Quality Analyst to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social media to gauge performance against established metrics and provide data-driven insights for operational improvements.

You will mentor bottom performers, conduct calibration sessions, and support nesting periods to ensure consistent application of criteria.