Operations Quality Analyst-Intermediate

Operations Quality Analyst-Intermediate

Description

Job Description

Summary of the role

As Quality Analyst you play a key role in optimizing agent performance and enhancing customer experience. You conduct regular reviews of agent interactions with clients through different channels to evaluate their performance against established metrics, and provide data-driven insights to enable the improvement of operational efficiency and quality.

List of Functional Responsibilities

• Perform analysis of agent interactions with clients across various channels (recorded calls, emails, chats, social media) to assess their performance against the account’s established metrics
• Identify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to address
• Conduct monthly workshops for bottom performers to address common issues identified during the audits
• Provide more focused QA support to agents during nesting and their first 90 days
• Conduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluations
• Support complex customer issues/ escalations when required by the account
• Stay up to date as required by account (taking operations calls or other defined)

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 iXTM, 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.