Are you ready to take the next step in your career and achieve your next challenge?
If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!
As a Quality Analyst with Italian and English, you will be a part of a great team and all together will:
- Monitor and audit transactions performed by frontline team members against internal and/or external quality assurance requirements to deliver excellent customer experience
- Ensure that transaction monitoring goals and requirements are met
- Create and update Customer Experience reports (e.g., Daily Internal Errors, Weekly and Monthly Quality summaries, etc.) for the account by retrieving and updating the respective files and data
- Maintain the files updated for accurate analysis and process improvement / innovation
- Review and analyze data that affects Customer Experience
- Actively participate during calibration discussions to ensure alignment with business customer experience data, and coaching methodology
- Comply with audits established by the CE Team Lead to provide immediate findings to the Operations and Training departments
- Complete onboarding presentations to ensure new hires have a clear understanding about TELUS Digital customer experience standards, as well as client requirements
- Be a strong negotiator but respectful and appreciative when cooperating with colleagues
- Raise questions to the market point of contacts for further clarification and spread the knowledge to frontline team members and internal teams
- Manage quality escalations process and root cause analysis
We are looking for someone with:
- Experience: 1+ years in a quality and/or customer experience-related role
- Fluent in spoken and written Italian
- B2 or higher in English language
- Experience in analysis and working with dataset
- Proficiency in MS Office Suite / Google Suite
- Familiarity with internet applications and troubleshooting
- Patience and a positive attitude
- Ability to work with demanding deadlines
In return, we will provide you with:
- Fully paid training
- Stable job and career development opportunities
- Attractive salary
- Additional health insurance
- 50+ benefits and services to choose from
- Positive international working environment
- Support and learning
- Employee referral bonuses
We care about our employees' well-being, invest in their future growth, and encourage fun and team-building projects!
Does it sound like the perfect job for you? Apply now!
