Data-Driven CX Quality Analyst

TELUS Digital; Las Vegas (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

TELUS Digital in Las Vegas is seeking a Customer Experience Analyst to monitor calls, emails, and chats, and to oversee back-office tasks, ensuring quality guidelines and KPI compliance across channels.

The role involves data analysis, RCA, reporting, and coaching of teams to drive continuous improvement in customer experience. 1+ years call center experience and strong communication skills are required.

Qualifications

• 1+ years of previous experience in a call center environment.
• Fluent in English (read, write, and speak at high level).
• Strong analytical mindset with problem-solving skills.

Responsibilities

• Monitor and evaluate customer interactions across all channels to ensure quality standards.
• Perform root cause analysis and generate reports on KPIs.
• Coach and support calibration and training activities.

Skills

Call center experience

Quality assurance

Data analysis

G Suite

English proficiency

Multichannel

Tools

G Suite

Job description

TELUS Digital in Las Vegas is seeking a Customer Experience Analyst to monitor calls, emails, and chats, and to oversee back-office tasks, ensuring quality guidelines and KPI compliance across channels.

The role involves data analysis, RCA, reporting, and coaching of teams to drive continuous improvement in customer experience. 1+ years call center experience and strong communication skills are required.