Customer Experience Quality Analyst

TELUS Digital; Las Vegas (NV); Hybrid; USD 55,000 - 75,000; Full time

Job summary

TELUS Digital in Las Vegas, NV is seeking a Customer Experience Analyst to monitor calls, emails and chats and enforce quality standards across support channels. You will audit transactions, analyze data, and report on CX metrics to drive improvements.

Responsibilities include RCA, KPI tracking, and supporting training initiatives while coaching teams in a fast-paced, 24/7 environment.

Qualifications

• 1+ years of experience in a call center environment.
• Experience with quality assurance or customer service analysis preferred.
• Fluent in English with excellent verbal and written communication.
• Ability to analyze data and identify trends to improve service quality.
• Proven ability to coach and provide feedback to teams.

Responsibilities

• Monitor and evaluate customer interactions across channels to ensure quality.
• Conduct transaction audits and document performance against KPIs.
• Perform root cause analysis and develop actionable insights.
• Generate and maintain quality and performance reports.
• Support training and coaching to drive CX improvements.

Skills

Call center experience

Quality assurance

Data analysis

English fluent

Communication skills

Analytical mindset

Tools

G Suite

Job description

TELUS Digital in Las Vegas, NV is seeking a Customer Experience Analyst to monitor calls, emails and chats and enforce quality standards across support channels. You will audit transactions, analyze data, and report on CX metrics to drive improvements.

Responsibilities include RCA, KPI tracking, and supporting training initiatives while coaching teams in a fast-paced, 24/7 environment.