Service Desk Quality Analyst

TELUS Digital; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

TELUS Digital in Manila, Philippines, seeks a Customer Experience Analyst to monitor Service Desk interactions and conduct root cause analysis to improve QA and customer loyalty. You will deliver recommendations and reports that drive improvements in service delivery and client confidence.

The role involves analyzing customer experience data, drafting insights, and coordinating with Operations to optimize processes and the customer journey as TELUS Digital continues to scale its CX initiatives

Responsibilities

• Monitor Service Desk interactions (calls, e-mails, chat) and perform root cause analysis to improve quality assurance and customer experience.
• Generate internal and external client reports on Customer Experience data and RCA, and deliver actionable recommendations to Operations.

Job description

Description

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

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.