Junior Operations Quality & Insights Analyst

TELUS Digital India; Manila; Presencial; PHP 279.000 - 469.000; Tempo integral

Resumo da vaga

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

You will conduct monthly workshops for bottom performers, support nesting periods, and participate in calibration sessions to ensure consistent evaluation criteria.

Qualificações

• Strong attention to detail and analytical skills.
• General knowledge of agent performance monitoring tools.
• Excellent oral and written communication skills.
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments.

Responsabilidades

• Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metrics.
• Identify areas of non-compliance (procedures or behaviors) and prepare reports with actionable insights for Team Leaders to address.
• Conduct monthly workshops for bottom performers to address common issues identified during the audits.
• Provide more focused QA support to agents during nesting and their first 90 days.
• Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations.
• Support complex customer issues/ escalations when required by the account.
• Stay up to date as required by account (taking operations calls or other defined).

Conhecimentos

Attention to detail

Analytical skills

Communication skills

Problem solving

Ferramentas

Agent performance monitoring tools

Descrição da vaga

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

You will conduct monthly workshops for bottom performers, support nesting periods, and participate in calibration sessions to ensure consistent evaluation criteria.