Basic Information
Ref Number
Req_00144553
Last day to apply
30-Dec-2024
Primary Location
BG - Sofia - TELUS Tower
Additional Locations
BG - Sofia - Infinity Tower
Country
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 Dutch and English, you will be a part of a great team and all together will:
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.
If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!
As a Quality Analyst with Dutch 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
- Experience: 1+ years in a quality and/or customer experience-related role
- Fluent in spoken and written Dutch
- 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
- 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
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.
#LI-DNI
Additional Job Description
Are you ready to take the next step in your career and achieve your next challenge? TELUS Digital Bulgaria is looking for you!
| Language Reference |
|---|
| Dutch |
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.
