Operations Quality Analyst-Junior (Financial)

TELUS Digital; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

TELUS Digital is seeking a Junior Quality Analyst to optimize agent performance and improve customer experience. You will review interactions across calls, emails, chats, and social media, and provide data-driven insights to boost operational quality.

Responsibilities include identifying non-compliance, delivering actionable reports to Team Leaders, and conducting monthly workshops for underperformers to drive improvements.

Qualifications

• Regular reviews of agent interactions across channels to assess performance against metrics.
• Identify non-compliance and provide actionable insights to team leaders.
• Conduct monthly workshops for bottom performers to raise performance.

Responsibilities

• Analyze agent interactions across calls, emails, chats, and social media to evaluate performance.
• Identify non-compliance and report with actionable insights for team leaders.
• Conduct monthly workshops to address issues among bottom performers.
• Provide QA support during nesting and first 90 days of new agents.
• Run calibration sessions to ensure consistent application of evaluation criteria.
• Assist with complex customer issues/escalations when required.

Skills

QA analysis

Data interpretation

Communication

Tools

Quality assurance tools

Job description

Job Description

Junior Quality Analyst

Operations Quality Analyst-Junior

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.

• 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

For inquiries, email us at ta[email protected].

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.