Growth-Driven Operations Quality Analyst (Junior)

TELUS Digital; Manila; On-site; PHP 335,000 - 603,000; Full time

Job summary

TELUS Digital Philippines is seeking an Operations Quality Analyst-Junior to help optimize agent performance and enhance customer experience across channels. You will review agent interactions and provide data-driven insights to improve operational quality.

Responsibilities include conducting regular audits of calls, emails, chats, and social media, identifying non-compliance, and supporting coaching sessions for underperformers. Collaboration with Team Leaders is essential.

Qualifications

• Regular TELUS Digital Philippines team member.
• No disciplinary action in past 6 months.
• Passing scorecard: Objectives + TELUS Values.
• Explore certification to apply for Officer - People Leader role.
• Complete Explore learning module in MyGrowth for Officer - Individual Contributor role.

Responsibilities

• Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess performance against established metrics.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders to address.
• Conduct monthly workshops for bottom performers to address common issues identified during audits.
• Provide focused QA support to agents during nesting and their first 90 days.
• Conduct calibration sessions to ensure consistency in applying evaluation criteria.
• Support complex customer issues/escalations when required by the account.
• Stay up to date with account requirements (taking operations calls or other defined tasks).

Job description

TELUS Digital Philippines is seeking an Operations Quality Analyst-Junior to help optimize agent performance and enhance customer experience across channels. You will review agent interactions and provide data-driven insights to improve operational quality.

Responsibilities include conducting regular audits of calls, emails, chats, and social media, identifying non-compliance, and supporting coaching sessions for underperformers. Collaboration with Team Leaders is essential.