Operations Analyst - First American Mortgage Solutions (ACI - AM)

Ref Number: Req_ _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 Service Orientation
- Negotiation skills
- Teamwork
- Attention to details

Knowledge

- Microsoft Office - Advanced
- English - B2:
- Oral and written comprehension
- Appropriate use of language
- Customer Service - Advanced
- Quality Processes - Advanced
- Navigational skills (Multitasking)
- DataBase Management - Preferred

Studies & Experience

- A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable
- Experience in similar jobs - Desirable
- Knowledge and experience managing clients in Data Tree/Trace CS-Desirable
- Completed online Courses of IAspire Essentials (12 courses) - Desirable

If you have questions or comments about this open position write to: (emailprotected)

Equal Opportunity Employer

At TELUS International,



we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our integral reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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