Operations Quality Analyst-Intermediate

Operations Quality Analyst-Intermediate

Description Summary of the role:As an Operations Quality Analyst-Intermediate 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 metricsIdentify areas of non-compliance (procedures or behaviors) and prepare report with actionable insights for Team Leaders to addressConduct monthly workshops for bottom performers to address common issues identified during the auditsProvide more focused QA support to agents during nesting and their first 90 daysConduct calibration sessions to ensure consistency in the application of the criteria for agent performance evaluationsSupport complex customer issues/ escalations when required by the accountStay up to date as required by account (taking operations calls or other defined)Support the onboarding and development of less experienced members of the teamSupport the creation of QA related presentations for leaders and attend client interactions when required

Technical/Niche skillset required:Strong attention to detail and analytical skillsGeneral knowledge of agent performance monitoring toolsExcellent oral and written communication skillsUses existing procedures to solve standard problems, analyzes information and standard practices to make judgments

List of soft skills required:Strong attention to detail and advanced analytical skillsProficient in agent performance monitoring tools and basic data analysis softwareExcellent oral and written communication skillsAbility to create and deliver presentations to senior stakeholdersAbility to solve problems, analyzing possible solutions using precedents, technical experience and judgement.

Minimum requirements for internal applicants:Should be a regular TELUS Digital Philippines team memberShould not have any form of disciplinary action in the past 6 months

Passing scorecard: Should have an average 6 months scorecard of ACHIEVING (3.00) for promotion or change in job scope.Should have an average of 6 months scorecard of DEVELOPING (2.00) for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).Should be certified in Explore/Leadership@TELUS Digital to apply for an Officer - People leader role.Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

Important reminders:All applicants are required to attach their CVs and 6 months scorecard before submitting the application in WorkdayAll applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/departmentThe Talent Acquisition (TA) team can only process your application once it has been fully approved. For inquiries, email us at ta_nonagent@telusdigital.com.For more internal opportunities, visit workday careers here.To know more about our internal application process in PH, click here.

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 StatementAt 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.