Quality Analyst (5 months Contract)

TELUS Digital; Metro Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

TELUS Digital in the Philippines seeks an Operations Quality Analyst to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social channels to assess performance against metrics and provide data-driven insights for improving efficiency and quality.

You will conduct monthly workshops for bottom performers, provide QA support during nesting and the first 90 days, and run calibration sessions to ensure consistency in

Qualifications

• Analyze agent interactions across calls, emails, chats, and social 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 common issues identified during audits.
• Provide focused QA support to agents during nesting and their first 90 days.
• Conduct calibration sessions to ensure consistency in evaluation criteria.
• Support complex customer issues/escalations when required by the account.

Responsibilities

• Analyze agent interactions with clients across multiple 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 identified during audits.
• Provide QA support during nesting and the first 90 days.
• Run calibration sessions to ensure consistent application of evaluation criteria.
• Assist with complex customer issues/escalations when required.

Job description

An Operations Quality Analyst 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) or video recording 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)