Junior Operations Quality Analyst - Elevate Experience

TELUS Digital; Taguig; Presencial; PHP 300.000 - 420.000; Jornada completa

Descripción de la vacante

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

Responsibilities include identifying non-compliance, delivering actionable reports to Team Leaders, and conducting monthly workshops for underperformers to drive improvements.

Formación

• Regular reviews of agent interactions across channels to assess performance against metrics.
• Identify non-compliance and provide actionable insights to team leaders.
• Conduct monthly workshops for bottom performers to raise performance.

Responsabilidades

• Analyze agent interactions across calls, emails, chats, and social media to evaluate performance.
• Identify non-compliance and report with actionable insights for team leaders.
• Conduct monthly workshops to address issues among bottom performers.
• Provide QA support during nesting and first 90 days of new agents.
• Run calibration sessions to ensure consistent application of evaluation criteria.
• Assist with complex customer issues/escalations when required.

Conocimientos

QA analysis

Data interpretation

Communication

Herramientas

Quality assurance tools

Descripción del empleo

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

Responsibilities include identifying non-compliance, delivering actionable reports to Team Leaders, and conducting monthly workshops for underperformers to drive improvements.