Operations Analyst – Customer Care SME

About the role

The Operations Analyst supports the Operations Team Leaders at First American Mortgage Solutions, handling knowledge and queue support while delivering excellent customer service. The role works on‑site or remotely depending on business needs and serves as the primary point of contact for technical escalations.

Key responsibilities

• Provide floor support and manage escalations and complex scenarios.
• Analyze data and share findings with Coaches, Customer Experience Analysts, and Team Leaders to improve CSR performance.
• Implement policies and procedures to drive innovation and customer satisfaction.
• Coordinate with the on‑shore technical team to resolve technical issues.

Required profile

• At least 6 months in the current position on the First American account.
• Consistently meets or exceeds performance metrics for the last 3 months.
• Minimum 95% attendance and no active disciplinary processes.
• At least 6 months of employment with TELUS International.
• Flexibility to work on‑site or remotely as needed.

Required skills

• Advanced proficiency with Microsoft Office.
• Database management (preferred).
• Familiarity with Data Tree/Trace CS platforms.

What we offer

• Opportunity to work with a leading customer‑experience transformation partner.
• Professional development through internal training programs.
• Inclusive and diverse workplace culture.