Junior Operations QA: Elevate Agent Performance

TELUS Digital; Manila; Presencial; PHP 180 000 - 300 000; Tempo integral

Resumo da oferta

TELLUS Digital Philippines seeks an Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You review interactions across calls, emails, chats, and social media to measure against metrics and provide data-driven insights to improve efficiency and quality.

You will conduct regular calibration, support nesting periods, and help resolve complex issues while staying current with evolving account requirements.

Qualificações

• Experience analyzing agent interactions across channels to assess performance.
• Experience with QA processes and scorecards.
• Ability to provide actionable insights to leadership.

Responsabilidades

• Analyze agent interactions across calls, emails, chats to evaluate performance.
• Identify non-compliance and prepare reports with actionable insights.
• Conduct monthly coaching for bottom performers.
• Provide QA support during nesting and early days.
• Calibrate evaluation criteria to ensure consistent scoring.
• Support complex customer issues as required.
• Stay updated on account requirements and take operations calls when needed.

Conhecimentos

Data analysis

Quality assurance

Agent performance

Reporting

Descrição da oferta de emprego

TELLUS Digital Philippines seeks an Operations Quality Analyst-Junior to optimize agent performance and enhance customer experience. You review interactions across calls, emails, chats, and social media to measure against metrics and provide data-driven insights to improve efficiency and quality.

You will conduct regular calibration, support nesting periods, and help resolve complex issues while staying current with evolving account requirements.