Operations Quality Analyst Sr.

About the role

As an Operations Quality Analyst – Senior at TELUS Digital, you will help improve agent performance and customer experience by reviewing customer interactions, identifying performance gaps, and finding opportunities for improvement.

You will use AI-enabled tools to obtain information from company systems and reports. By writing clear and accurate prompts, you will help these tools provide useful information, then analyze the results to identify trends, recurring issues, performance gaps, and opportunities.

You will work with Team Leaders, agents, and other stakeholders to apply quality standards consistently and turn findings into concrete improvements.

Responsibilities

• Use AI-enabled tools to obtain relevant information from company systems and reports by creating clear and precise prompts.
• Analyze information to identify trends, recurring issues, performance gaps, and areas for improvement.
• Prepare reports with clear findings and actionable recommendations for Team Leaders and other stakeholders.
• Identify when agents are not following established procedures or expected behaviors and help define appropriate actions.
• Support the preparation of quality presentations and reports for leaders, and participate in client interactions when required.
• Provide additional quality support to agents during nesting and throughout their first 90 days.
• Review customer interactions across calls, emails, chats, social media, and other channels against established quality standards.
• Participate in calibration sessions to help ensure quality evaluations are applied consistently across the team.
• Support complex customer situations and escalations when required by the account.
• Stay updated on account requirements and participate as required.

Datos clave

• Reviews customer interactions across calls, emails, chats, social media, and other channels.
• Uses AI-enabled tools and clear prompts to obtain information from company systems and reports.
• Provides additional quality support to agents during nesting and throughout their first 90 days.

Salario estimado

Salario estimado para servicio al cliente en El Salvador: USD 385 - 840 al mes, según 12 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.