Basic Information

Ref Number

Req_00096351

Last day to apply

31-Dec-2022

Primary Location

TELUS Tower

Country

Bulgaria

Description and Requirements

The Customer Experience Analyst conducts transaction monitoring of CSR’s calls, e-mails or any back office work and performs root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty.

Responsibilities:

  • Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience

  • Ensures that transaction monitoring goals requirements are met

  • Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data

  • Maintains the files updated for accurate analysis and process improvement / innovation

  • Reviews and analyzes data that affects Customer Experience

  • Highlights areas for improving immediate necessities, and overall strengths impacting customer experience that will lead to effective recommendations to drive account performance

  • Prepares in advance to analyze calibration material, and ensure compliance with calibration deadlines

  •  Actively participates during calibration discussions to ensure alignment with business, customer experience data, and coaching methodology

  • Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department

  • Complete on-boarding presentations to ensure new hires have a clear understanding about TELUS International customer experience standards, as well as client requirements


Requirements:

  • Six (6) months working experience within TIB with impeccable performance (Subject of discussion based on hiring manager discretion)

  • Experience in similar role would be an advantage for external candidates

  • Excellent oral and written communication skills in German language

  • Very good English language skills (B2)

  • Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint), G-Suite applications

  • Coaching experience would be considered as an advantage

  • Analytical and problem-solving skills

  • Mentoring and coaching skills

  • Adaptive to changing work schedules

  • Active listening skills

  • Being able to operate with minimal supervision

  • Multi-tasking skills

  • Proactive attitude and desire to learn.



Language Reference
English
German