Junior Operations QA Analyst — Finance

TELUS Digital; Taguig; Vor Ort; PHP 360.000 - 480.000; Vollzeit

Zusammenfassung

TELUS Digital Philippines is seeking a Junior Quality Analyst to optimize agent performance and improve customer experience. You will review agent interactions across calls, emails, chats, and social; provide data-driven insights to enhance efficiency and quality.

You will also identify non-compliance, prepare actionable reports for Team Leaders, and conduct monthly workshops for bottom performers while supporting nesting periods and first 90 days.

Qualifikationen

• Must be a regular TELUS Digital Philippines team member.
• No disciplinary action in the past 6 months.
• Passing scorecard: Objectives + TELUS Values.
• Average 6-month scorecard of ACHIEVING for promotion.
• Average 6-month scorecard of DEVELOPING for lateral movement.
• Explore certification required to apply for an Officer - People leader role.
• Complete Explore learning module in MyGrowth for an Officer - Individual Contributor role.

Aufgaben

• Perform analysis of agent interactions across channels to assess performance against metrics.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address issues from audits.
• Provide focused QA support to agents during nesting and their first 90 days.
• Conduct calibration sessions to ensure consistent application of evaluation criteria.
• Support complex customer issues/escalations when required by the account.
• Stay up to date with required account activities.

Kenntnisse

Data analysis

Quality audits

Workshop facilitation

Performance reviews

Jobbeschreibung

TELUS Digital Philippines is seeking a Junior Quality Analyst to optimize agent performance and improve customer experience. You will review agent interactions across calls, emails, chats, and social; provide data-driven insights to enhance efficiency and quality.

You will also identify non-compliance, prepare actionable reports for Team Leaders, and conduct monthly workshops for bottom performers while supporting nesting periods and first 90 days.