Junior Operations QA Analyst – Performance & Insights

TELUS Digital; Quezon City; On-site; PHP 180,000 - 240,000; Full time

Job summary

TELUS Digital is seeking a Junior Operations Quality Analyst in the Philippines to optimize agent performance and enhance customer experience. You will review agent interactions across channels and evaluate performance against established metrics, providing data-driven insights to drive efficiency.

The role includes coordinating calibration sessions, conducting monthly workshops for bottom performers, and supporting agents during nesting and their first 90 days.

Qualifications

• Strong attention to detail and analytical skill.
• General knowledge of agent performance monitoring tool.
• Excellent oral and written communication skill.

Responsibilities

• Perform analysis of agent interactions across channels to assess performance against metrics.
• Identify non-compliance areas and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address issues identified during audits.
• Provide 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 procedures and calls.

Skills

Attention to detail

Analytical thinking

Communication skills

Tools

Agent performance monitoring tool

Job description

TELUS Digital is seeking a Junior Operations Quality Analyst in the Philippines to optimize agent performance and enhance customer experience. You will review agent interactions across channels and evaluate performance against established metrics, providing data-driven insights to drive efficiency.

The role includes coordinating calibration sessions, conducting monthly workshops for bottom performers, and supporting agents during nesting and their first 90 days.