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 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 English
• 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! 

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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