Operations Quality Analyst – Technical Support

TELUS Digital; Makati; On-site; PHP 420,000 - 720,000; Full time

Job summary

You will identify recurring issues, gaps in troubleshooting, and opportunities to improve documentation and processes, while providing actionable feedback to cross-functional teams for continuous service quality enhancement.

Qualifications

• Experience in technical support, quality assurance, operations quality, or customer support within a technical or IT environment.
• Strong understanding of technical support processes, case management, troubleshooting, and escalation handling.
• Ability to assess the quality and effectiveness of technical support interactions and customer communications.
• Familiarity with bug reporting, root-cause analysis, and technical documentation.
• Strong analytical and problem-solving skills, with the ability to identify trends and recommend improvements.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with technical teams and cross-functional stakeholders.
• Strong attention to detail and commitment to customer satisfaction and service quality.

Responsibilities

• Monitor and assess the quality of technical support cases handled through email, chat, web, and other support channels.
• Evaluate case handling, troubleshooting accuracy, response quality, escalation procedures, and adherence to established SLAs.
• Review customer communications to ensure clarity, professionalism, empathy, and effective resolution guidance.
• Identify recurring customer issues, technical support gaps, and opportunities to improve troubleshooting and case resolution.
• Assess the quality of technical documentation, bug reports, feature requests, and support escalations.
• Ensure proper case categorization, routing, hand-offs, and root-cause documentation.
• Work with technical support teams to identify process gaps and recommend corrective actions.
• Analyze support performance trends and prepare reports highlighting quality results, recurring issues, and improvement opportunities.
• Provide feedback and coaching recommendations to improve technical troubleshooting, customer handling, and support documentation.
• Collaborate with Level 2 support and other technical teams to ensure escalations and technical consults are clear, complete, and actionable.
• Recommend improvements to support tools, processes, and workflows to eliminate recurring customer pain points.
• Support knowledge sharing and continuous improvement initiatives across the technical support team.

Skills

Technical Support Experience

Quality Assurance

Operations Quality

Customer Support

Job description

• Monitor and assess the quality of technical support cases handled through email, chat, web, and other support channels.
• Evaluate case handling, troubleshooting accuracy, response quality, escalation procedures, and adherence to established SLAs.
• Review customer communications to ensure clarity, professionalism, empathy, and effective resolution guidance.
• Identify recurring customer issues, technical support gaps, and opportunities to improve troubleshooting and case resolution.
• Assess the quality of technical documentation, bug reports, feature requests, and support escalations.
• Ensure proper case categorization, routing, hand-offs, and root-cause documentation.
• Work with technical support teams to identify process gaps and recommend corrective actions.
• Analyze support performance trends and prepare reports highlighting quality results, recurring issues, and improvement opportunities.
• Provide feedback and coaching recommendations to improve technical troubleshooting, customer handling, and support documentation.
• Collaborate with Level 2 support and other technical teams to ensure escalations and technical consults are clear, complete, and actionable.
• Recommend improvements to support tools, processes, and workflows to eliminate recurring customer pain points.
• Support knowledge sharing and continuous improvement initiatives across the technical support team.

Qualifications and Requirements

• Experience in Technical Support, Quality Assurance, Operations Quality, or Customer Support within a technical or IT environment.
• Strong understanding of technical support processes, case management, troubleshooting, and escalation handling.
• Ability to assess the quality and effectiveness of technical support interactions and customer communications.
• Familiarity with bug reporting, root-cause analysis, and technical documentation.
• Strong analytical and problem-solving skills, with the ability to identify trends and recommend improvements.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with technical teams and cross-functional stakeholders.
• Strong attention to detail and commitment to customer satisfaction and service quality.