Junior Operations QA Analyst: Elevate Agent Performance

TELUS Digital India; Taguig; On-site; PHP 360,000 - 560,000; Full time

Job summary

TELUS Digital Philippines is seeking an Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats and social channels to assess performance against metrics and provide data-driven insights.

You will identify non-compliance, prepare actionable reports for Team Leaders, conduct monthly workshops for bottom performers, support nesting and first 90 days, and calibrate evaluation criteria while

Qualifications

• Should be a regular TELUS Digital Philippines team member.
• Should not have any form of disciplinary action in the past 6 months.

Responsibilities

• Perform analysis of agent interactions across calls, emails, chats and social channels to assess performance against established metrics.
• Identify areas of non-compliance and prepare reports with actionable insights for Team Leaders.
• 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 evaluation criteria.
• Support complex customer issues/escalations when required by the account.
• Stay up to date as required by account (taking operations calls or other defined tasks).

Job description

TELUS Digital Philippines is seeking an Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats and social channels to assess performance against metrics and provide data-driven insights.

You will identify non-compliance, prepare actionable reports for Team Leaders, conduct monthly workshops for bottom performers, support nesting and first 90 days, and calibrate evaluation criteria while