Operations Quality Analyst: Elevate Agent Performance

TELUS Digital; Pateros; On-site; PHP 420,000 - 540,000; Full time

Job summary

TELUS Digital is seeking an Operations Quality Analyst-Intermediate to optimize agent performance and improve customer experience. You will review agent interactions across calls, emails, chats, and social channels to measure against metrics and provide data-driven insights.

You will identify non-compliance, prepare actionable reports for team leaders, and run monthly coaching sessions for bottom performers.

Qualifications

• Regular TELUS Digital Philippines team member
• No disciplinary action in past 6 months
• Passing scorecard: Objectives + TELUS Values
• Average 6 months scorecard of ACHIEVING for promotion
• Average 6 months scorecard of DEVELOPING for lateral movement
• Explore certification to apply for Officer - People leader
• Complete Explore learning module in MyGrowth for Officer - Individual Contributor role

Responsibilities

• Analyze agent interactions across channels to assess performance against metrics
• Identify non-compliance and prepare reports with actionable insights
• Conduct monthly workshops for bottom performers
• Provide QA support during nesting and first 90 days
• Conduct calibration sessions for consistent evaluation criteria
• Support complex customer issues/escalations when required
• Stay updated on account requirements and take operations calls
• Assist onboarding and development of less experienced team members
• Create QA presentations for leaders and participate in client interactions

Skills

Quality Analysis

Data Insights

Agent Performance

QA Calibration

Coaching

Tools

MyGrowth

Job description

TELUS Digital is seeking an Operations Quality Analyst-Intermediate to optimize agent performance and improve customer experience. You will review agent interactions across calls, emails, chats, and social channels to measure against metrics and provide data-driven insights.

You will identify non-compliance, prepare actionable reports for team leaders, and run monthly coaching sessions for bottom performers.