Junior Operations Quality Analyst – Customer Experience
TELUS Digital · Santa Tecla
Description du poste
About the role
The Operations Quality Analyst Junior Bilingual is responsible for monitoring the various transactions of calls, emails and chats conducted by Customer Service Representatives, Technical Support and Sales. The role also involves performing Root Cause Analysis and ensuring quality standards and KPI compliance across all lines of business.
Key responsibilities
- Monitor and audit transactions performed by Customer Service, Technical Support and Sales teams.
- Create and update daily reports on internal errors within the account.
- Review and analyze data affecting the customer experience to identify opportunities and strengths.
- Participate in calibrations to align business data, customer experience metrics and coaching methodology.
Required profile
- Schedule flexibility – mandatory.
- Ability to work on‑site – mandatory.
- English proficiency at B2 level (oral and written).
- Proficiency with Google Apps.
Required skills
- Google Apps
- Root Cause Analysis
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TELUS Digital
Santa Tecla
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