Operations Quality Analyst-Junior

TELUS Digital; Manila; On-site; PHP 260,000 - 420,000; Full time

Job summary

TELUS Digital Philippines is seeking a Junior Operations Quality Analyst to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social media to gauge performance against established metrics and provide data-driven insights for operational improvements.

You will mentor bottom performers, conduct calibration sessions, and support nesting periods to ensure consistent application of criteria.

Qualifications

• Internal applicants only: must be TELUS Digital Philippines regular team member
• No disciplinary action in past 6 months
• Passing scorecard criteria tied to Objectives and TELUS Values
• Average 6 months scorecard shows ACHIEVING for promotion or DEVELOPING for lateral movement
• Certified in Explore certification to apply for Officer - People leader role
• Must complete Explore learning module in MyGrowth for Officer - Individual Contributor role

Responsibilities

• Analyze agent interactions across channels (calls, emails, chats, social media) to assess performance against metrics
• Identify non-compliance areas and report actionable insights to Team Leaders
• Conduct monthly workshops for bottom performers to address issues from audits
• Provide focused QA support during nesting and first 90 days
• Conduct calibration sessions to ensure consistent application of evaluation criteria
• Support complex customer issues/escalations when required by the account
• Stay updated on account requirements (taking operations calls or other defined tasks)

Skills

QA analysis

Calibration

Data-driven insights

Agent performance review

Job 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 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)

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.

Important Reminders

• All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved

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.