Senior Operations Quality Analyst - Elevate Agent Performance

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

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