Junior Operations Quality Analyst - Elevate Performance

TELUS Digital

Taguig

On-site

PHP 268,000 - 469,000

Full time

5 days ago

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Job summary

TELUS Digital is seeking a Junior Operations Quality Analyst to optimize agent performance and elevate customer experience. You will review agent interactions across channels to measure against metrics and deliver data-driven insights to improve operations.

The role includes conducting regular calibration, delivering monthly workshops for underperformers, and supporting nesting periods and first 90 days. This position requires current TELUS Digital Philippines involvement and adherence to

Qualifications

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

Responsibilities

Analyze agent interactions across calls, emails, chats, and social channels to assess performance vs metrics.
Identify non-compliance and report actionable insights for Team Leaders.
Run monthly workshops for bottom performers to address issues.
Provide QA support to agents during nesting and their first 90 days.
Conduct calibration sessions to ensure consistent evaluation of criteria.
Support complex customer issues/escalations when required by the account.
Stay up to date on account requirements (taking operations calls as defined).