Operations Analyst - First American Mortgage Solutions (ACI - AM)
Ref Number: Req_00191262_SV
Primary Location: Santa Tecla
Time Type: Full time
Workstyle: Combined
Category: Administrative Positions
Salary range: $0.00 - $0.00
Job posted by
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
Description
Operations Analyst - First American Mortgage Solutions (ACI - AM)
Last day to apply: Thursday 10, September 7th, 2026, at 11:59 pm
*Applicants should be available and willing to work on-site and/or from home depending on business needs.*
About the role
The Operations Analyst is responsible for supporting Operations Team Leaders in various operational activities such as knowledge and queue support, among others. This position will also work for First American through assigned tasks in the LOB; providing excellent service, and meeting clients expectations. Will be in charge of all technical escalations, and will be the direct point of contact with the onshore technical team for resolution.
Responsibilities
In addition to daily duties on the LOB, the Operations Analyst will also provide floor support when needed, and handle escalations and complex scenarios. This position will use high-level decisions to implement the policies and procedures established by the account to drive innovation and satisfaction with our customers, analyze data and provide findings to the Coach, Customer Experience Analyst, and Team Leader in order to correct or improve CSR’s performance.
Requirements
- *Minimum of 6 months in the current position in First American Account*
- Meeting or exceeding all metrics in your current role for the last 3 months.
- Minimum of 95% attendance.
- Minimum of 6 months as an employee of TELUS International.
- No Active disciplinary processes.
- Schedule flexibility.
Skills
- Proactivity
- Excellent interpersonal relations
- Ability to work under pressure
- Customer
📌 Customer Care SME (Ciudad de México)
🏢 Telus Digital
📍 Ciudad de México
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