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Quality Analyst with Finnish and English

Basic Information

Ref Number

Req_00161350

Last day to apply

19-Aug-2025

Primary Location

BG - Sofia - TELUS Tower

Država

Bulgaria

Description and Requirements

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 Finnish and English, you will be a part of a great team and all together will: 

  • Monitor email, phone and chat interactions to make sure call center employees are in compliance with the established rules and regulations; 

  • Lead additional and refresher trainings; 

  • Help the agents use the most effective and efficient means for handling communication with customers without sacrificing customer service;

  • Provide coaching, feedback and assistance to call center representatives to make sure they understand new quality policies and procedures.

  • Analytical thinking in order to support Operations (provide insights, ad-hoc requests, trend analysis, create action plans & workshops, etc.)

  • Participate in weekly/monthly calibrations sessions with client or internally

  • Proactive and Positive attitude, as well as flexible approach towards ad-hoc requests

Requirements

  • Fluent oral and written Finnish language skills;

  • Excellent language abilities in English;

  • At least 6 months experience within TIE (not mandatory for candidates from within the Google team)

  • Knowledge in Google Sheets, Google Slides, Windows and Internet applications;

  • Excellent customer and communication skills;

  • Well-developed interpersonal abilities, including communication, negotiation and team work


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! 

About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.



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Language Reference
English
Finnish

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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