Service Desk Quality Analyst: Elevate Customer Experience

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

Job summary

TELUS Digital is seeking a Customer Experience Analyst to monitor service interactions across calls, emails, chat, and back-office work. The role focuses on driving consistent quality assurance and excellent customer experience, maintaining client confidence and loyalty.

You will analyze data, draft recommendations to improve service, and generate reports on CX data and Root Cause Analysis for both internal and external stakeholders.

Responsibilities

• Monitor transactions across calls, emails, chat and back-office tasks to ensure quality and consistency.
• Analyze data to identify root causes and draft actionable recommendations to improve service quality.
• Generate internal and external client reports on customer experience metrics and RCA insights.

Job description

TELUS Digital is seeking a Customer Experience Analyst to monitor service interactions across calls, emails, chat, and back-office work. The role focuses on driving consistent quality assurance and excellent customer experience, maintaining client confidence and loyalty.

You will analyze data, draft recommendations to improve service, and generate reports on CX data and Root Cause Analysis for both internal and external stakeholders.