Quality Analyst

TELUS Digital; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

TELUS Digital in the Philippines seeks an Operations Quality Analyst-Intermediate to optimize agent performance and enhance customer experience across channels. You will review agent interactions, evaluate against metrics, and provide data-driven insights to improve efficiency and quality.

Responsibilities include conducting monthly workshops, onboarding support, calibrations, and escalation handling. Strong analytical skills and presentation abilities are essential for insights shared with

Qualifications

• 3+ years of experience as Quality Analyst in a BPO setting.
• Bachelor’s degree in Business Administration, Data Analytics or similar field or equivalent experience.
• Excellent verbal and written communications skills.
• Background in Financial or FinTech account is preferred.
• Amenable to work 100% onsite in Quezon City.

Responsibilities

• Analyze agent interactions across channels to assess performance against metrics.
• Identify non-compliance and prepare reports with actionable insights for Team Leaders.
• Conduct monthly workshops for bottom performers to address issues.
• Provide QA support during nesting and the first 90 days.
• Conduct calibration sessions for consistent evaluation criteria.
• Support complex customer issues/escalations when required.
• Stay updated with account requirements and take operations calls as needed.
• Assist onboarding and development of less experienced teammates.
• Assist in creating QA presentations for leaders and participate in client interactions.

Skills

Attention to detail

Analytical skills

Communication

Presentation skills

Problem solving

Education

Bachelor's degree in Business Administration or Data Analytics

Tools

QA monitoring tools

Data analysis software

Job description

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.

Key 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)
• 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

Core competencies

• Giving support, focusing on customers, embracing technology, managing self-development
• Strong attention to detail and advanced analytical skills
• Proficient in agent performance monitoring tools and basic data analysis software
• Excellent oral and written communication skills
• Ability to create and deliver presentations to senior stakeholders
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Qualifications

• 3+ years of experience as Quality Analyst in a BPO Setting
• Bachelor’s degree in, Business Administration, Data Analytics or similar field or equivalent experience
• Excellent verbal and written communications skills
• Background in Financial of FinTech account is preferred
• Amenable to work 100% onsite in Quezon City