Operations Quality Analyst-Intermediate- Financial

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

Description

Intermediate Quality Analyst

Operations Quality Analyst-Intermediate

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.

• 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

Minimum requirements for internal applicants

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months
• Passing scorecard:
• Passing scorecard defined as Objectives + TELUS Values
• Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
• Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
• Should be certified in Explore certification to apply for an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

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.