Quality Analyst

TELUS Digital; Quezon City; On-site; PHP 420,000 - 640,000; Full time

Job summary

TELUS Digital is seeking a Quality Analyst to monitor transactions across calls, emails, chats, and back-office workflows, aiming to bolster customer experience and client confidence. You will audit CSR activities against QA standards, identify improvement opportunities, and support root-cause analyses.

You will generate and maintain quality reports, highlight trends, and propose corrective actions. The role involves onboarding oversight, calibration participation, and ensuring adherence to

Qualifications

• At least 3 years of QA experience in a BPO industry.
• Background in financial services or FinTech is preferred.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Transaction monitoring of frontline agent calls, emails, chats and back-office work.
• Create and update customer experience reports and related datasets.
• Analyze data to identify gaps and recommend improvements for customer experience.
• Investigate complaints and non-compliance; issue incident reports.
• Participate in calibrations, call listening, and learning-session preparations.
• Support new hire nesting with timely findings for Operations and Training.

Skills

QA experience

FinTech knowledge

Excellent communication

Job description

The Quality Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.

• Transaction monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business need.
• Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
• Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
• Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customers may use for learning sessions, meetings, etc.
• New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department.
• Others - Performs tasks assigned by the immediate supervisor to accomplish accounts’ quality objectives.

Qualifications:

• At least 3 years experience as a QA in a BPO industry
• Background in Financial of FinTech account in preferred
• Excellent verbal and written communication skills
• Amenable to work 100% onsite in Quezon City