Quality Assurance Team Lead

TELUS Digital; Philippines; On-site; PHP 360,000 - 520,000; Full time

Job summary

TELUS Digital in the Philippines is seeking a Customer Experience professional to support analysts, design career development plans, and deliver recommendations to improve service quality. This role ensures timely client reporting and alignment with RCA findings.

You will analyze root causes, manage CE audit processes, promote continuous learning, coach analysts, onboard new hires, and strengthen client relationships through collaborative reviews and performance improvements.

Qualifications

• Analyzes, drafts and delivers recommendations to improve quality of service.
• Performs root cause and process gap analyses for executive escalations and client complaints.
• Manages CE audit forms and guidelines impacting KPIs.
• Coordinates CE audits and promotes guidelines for new lines of business.

Responsibilities

• Completes root cause and process gap analyses for escalations and client complaints.
• Produces internal and external client reports on CX data and RCA findings.
• Ensures CE tool usage (Verint) and coordinates with IT for outages.
• Coaches CE Analysts and supports onboarding and continuous learning.
• Manages client relationships and aligns with CE Manager on findings and improvements.

Skills

Root cause analysis

Process improvement

Client reporting

Verint

Coaching

Onboarding

Customer relationships

Tools

Verint

CRM systems

Job description

Supports Customer Experience Analysts and ensures tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting and delivering recommendations to improve quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).

• Analysis - Completes root cause, and process gap analysis for executive escalations, specific client complaints. Responds to the client on a timely manner and brainstorms with operations proactive solutions to avoid customer dissatisfactions.
• CE Audit Form and Guidelines - Manages CE audit form findings, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc). In addition, processes CE audit form disputes. Collaborates with internal and external customers in building and implementing CE audit form and guidelines for new lines of business or when CE strategies are updated.
• Verint - Ensures tool’s usage, as well as self-training for all available versions, practices and maintains an open communication with IT, and TI POC to report any outages, etc. Maintains updated data to comply with recording % according to client SOW.
• Operational alignment - Meets with AGM and CE Manager to reveal findings, trends and recommendations that will benefit operational KPIs. Participates within Weekly, Monthly and Yearly Business reviews. For targeted analysis calibrates project scope, audits sample size and recurrent touchpoints to communicate progress.
• Transactional Monitoring - Ensures CE analysts comply with health check audits, as well as targeted call listening compliance. Completes random re-audits (preferably side by sides) to CE analyst to determine wins, gaps, and alignment to strategies. Audits CE analyst transaction to ensure that quality of service is delivered.
• CE Analyst Coaching and Development - Provides coaching for analyst skill development and promotes learning corporate initiatives. Monitors CE Analyst's performance, identifies performance gaps, and addresses them through using the company's standard coaching methodology, performance improvement plan, performance management, etc. Identifies CE Analyst's strengths and prepares them to handle increased responsibilities.
• Onboarding and Continuous Learning - Identifies CE Analysts by assessing applicants based on skills, work attitudes, and behaviors required to ensure that the CE team is comprised of competent and efficient team members. Conducts onboarding activities to ensure baseline knowledge and skills are set. Provides supplementary and continuous learning activities for the CE Analyst through the course of their tenure.
• Managing Client Relationships - Manages client communication and contributes as partners to develop process improvement between the company & the client.
• Team Management - Keeps abreast on departmental morale as derived from discussions with CE staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE team members. Performs administrative tasks such as payroll, status change forms, 202 folders, etc.