Junior Operations Quality Analyst: Elevate Agent Performance

TELUS Digital; Manila; In loco; PHP 300.000 - 420.000; Tempo pieno

Descrizione del lavoro

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

Responsibilities include identifying non-compliance, conducting workshops for bottom performers, nesting support, calibration sessions, and handling escalations as needed.

Competenze

• Strong attention to detail and analytical skills.
• Familiar with agent performance monitoring tools.
• Excellent oral and written communication skills.
• Uses existing procedures to solve standard problems and makes judgments.

Mansioni

• 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 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 with required account activities.

Conoscenze

Attention to detail

Analytical skills

Monitoring tools

Communication skills

Problem solving

Descrizione del lavoro

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

Responsibilities include identifying non-compliance, conducting workshops for bottom performers, nesting support, calibration sessions, and handling escalations as needed.