Quality Analyst / Customer Experience Specialist

About TELUS Digital

TELUS Digital is committed to fostering human connection by designing and delivering advanced digital customer experiences. Operating across 32 countries with over 70,000 professionals supporting more than 50 languages, TELUS Digital drives innovation in customer experience, digital transformation, IT lifecycle services, advisory, and more. The company partners with disruptive brands in tech, finance, gaming, travel, hospitality, and healthcare sectors.

Role Overview

We are launching a new Customer Experience Analyst (Quality Analyst) team at our Cork, Ireland office, working onsite during 2:00 p.m. to 1:00 a.m., Monday to Sunday, with potential changes in schedule.

The role supports customers of a privacy-focused technology client providing safer internet experiences through chat, email, SMS, and phone. You will be vital in enhancing operational quality through assessments, coaching, and continuous feedback, collaborating closely with team leaders, training staff, and operations management to meet quality standards and operational KPIs.

Key Responsibilities

• Perform quality evaluations and accuracy audits to support operational goals and customer satisfaction.
• Deliver structured coaching and feedback to foster team member growth and improve performance.
• Offer real-time support and guidance on quality standards, client procedures, tool usage, and customer interactions.
• Work with leadership and training teams to identify performance issues and areas for enhancement.
• Manage and refine quality frameworks, scorecards, and evaluation protocols.
• Analyze trends in quality data and present actionable insights to management.
• Lead quality workshops, calibration sessions, and learning activities to reinforce standards.
• Maintain detailed records of quality checks, coaching sessions, and performance metrics; supply regular reports.
• Engage in operational improvements, deep dives, and special projects as requested by management or clients.
• Stay informed on products, tools, policies, procedures, and operational workflows.
• Encourage a culture of accountability, continuous improvement, and customer excellence.

Required Skills and Experience

• Experience in Quality Analyst, Customer Experience Analysis, or Quality Assurance.
• A strong customer service orientation with effective communication skills across teams and customers.
• Keen analytical abilities with meticulous attention to detail and problem-solving aptitude.
• Proven capability in providing coaching, feedback, and supporting performance improvements.
• Excellent organisational skills with the ability to prioritize efficiently in a dynamic environment.
• Competent multitasking while maintaining accuracy and professionalism.
• Strong written and oral communication proficiency.
• Ability to handle confidential information discreetly and professionally.
• Collaborative mindset enabling effective cross-team cooperation.
• Proactive identification of opportunities for quality and process enhancements.
• Fluent English communication skills at C1/C2 level.
• Flexibility to adapt to shift changes and operational demands.

Desired Attributes

• A motivated, solution-oriented quality professional passionate about continuous growth.
• A clear and constructive communicator able to provide impactful feedback.
• A collaborative, adaptable team player who thrives in fast-paced settings.
• A detail-focused individual dedicated to high-quality customer experiences.
• A proactive owner who supports team success through coaching and guidance.

Company Values

• Embracing change and recognizing opportunities.
• Passion for personal and professional growth.
• Commitment to spirited teamwork.
• Courage to innovate.

Diversity and Inclusion

TELUS Digital is devoted to diversity and fair access to employment opportunities based on individual ability.