Operations Quality Analyst-Intermediate

TELUS Digital; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

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

You will lead monthly coaching for underperformers, support nesting and onboarding, and conduct calibration sessions to ensure consistent application of

Qualifications

• 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 and analyzes information.

Responsibilities

• 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.
• Provide QA support during nesting and first 90 days.
• Conduct calibration sessions for consistent evaluation criteria.
• Support complex customer issues/escalations when required.
• Stay up to date with account requirements and take operations calls as needed.
• Support onboarding and development of less experienced team members.
• Create QA presentations for leaders and attend client interactions when required.

Skills

Attention to detail

Analytical skills

Agent performance monitoring

Communication skills

Data analysis software

Job description

Description

Summary of the role:

As an Operations Quality Analyst-Intermediate you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

List of Functional Responsibilities:

• 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 report 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)
• Support the onboarding and development of less experienced members of the team
• Support the creation of QA related presentations for leaders and attend client interactions when required

Technical/Niche skillset required:

• 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

List of soft skills required:

• Strong attention to detail and advanced analytical skills
• Proficient in agent performance monitoring tools and basic data analysis software
• Excellent oral and written communication skills
• Ability to create and deliver presentations to senior stakeholders
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement.

Minimum requirements forinternalapplicants:

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months
• Passing scorecard:
  • Should have an average 6 months scorecard ofACHIEVING (3.00)for promotion or change in job scope.
  • Should have an average of 6 months scorecard ofDEVELOPING (2.00)forlateral movement (Only applies to the same job profile and does notapplyto the same job level but different job scope).
• Should be certified in Explore/Leadership@TELUS Digital toapplyfor an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

For inquiries, email us at ta_[emailprotected]

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.