Quality Assurance Analyst

TELUS Digital; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

TELUS Digital is seeking a Junior Operations Quality Analyst to optimize agent performance and enhance customer experience. You will review agent interactions across calls, emails, chats, and social channels to evaluate against metrics and provide data-driven insights for operational improvements.

You will support nesting and the first 90 days, run calibration sessions, and assist with complex customer issues when required, contributing to consistent quality standards across the account.

Qualifications

• Strong attention to detail and analytical skill.
• General knowledge of agent performance monitoring tool.
• Excellent oral and written communication skill.
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgment.

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 first 90 days.
• Conduct calibration sessions for consistency in evaluation criteria.
• Support complex customer issues/escalations when required.
• Stay up to date with account requirements and perform related tasks.

Skills

Attention to detail

Analytical skills

Communication skills

Tools

QA monitoring tool

Job description

Summary of the role

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.

List of Functional 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)

Technical/Niche skillset require

• Strong attention to detail and analytical skill
• General knowledge of agent performance monitoring tool
• Excellent oral and written communication skill
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgment