Operations Quality Analyst-Junior

TELUS Digital; Manila; In loco; PHP 279.000 - 469.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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).

Conoscenze

Attention to detail

Analytical skills

Communication skills

Problem solving

Strumenti

Agent performance monitoring tools

Descrizione del lavoro

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.

Description

Summary of the role:

An Operations Quality Analyst-Junior 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 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).

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

• Giving support
• Focusing On Customers
• Managing Self-Development

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

For inquiries, email us at ta [emailprotected] .

Description

Summary of the role:

An Operations Quality Analyst-Junior 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 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).

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

• Giving support
• Focusing On Customers
• Managing Self-Development

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.