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CE, Customer Experience Analyst II - T (French) - Pradera GT

Basic Information

Ref Number

Req_00113657

Last day to apply

30-Sep-2023

Primary Location

Pradera East

Country

Guatemala

Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

CE, Customer Experience Analyst II - T (French) - Pradera GT

Last day to apply: Saturday, September 30th, 2023 at 11:59 p.m.

The Customer Experience Analyst II - Trilingual is responsible to conduct transaction monitoring of CSR’s calls or any back-office work 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 and develop agent skills as needed.

Main Responsibilities:

  • Monitor and audit transactions by Customer Service Representatives based on internal quality assurance complying with client's guidelines (call duration, evaluation recurrency) and targets

  • Trend analysis in order to create/implement effective action plans to improve account's core metrics

  • Identify process/knowledge gaps on client alerts.

  • Scoring accuracy; meeting calibration goals on a monthly basis.

  • Participation in weekly calibration meetings.

  • Creation and delivery of Quality workshops based on team's areas of opportunity 

  • Creating and updating daily reports on internal errors, trends, and alerts that arise within the account

Requirements:

  • Schedule flexibility

  • Availability to work on-site

Qualifications: 

  • Active listening skills

  • Strong verbal and written communication skills

  • Analytical skills. Problem-solving and decision-making skills.

  • Proactiveness and follow up

  • Mentoring and coaching skills.

  • Operates with minimal supervision. 

  • Multi-tasking skills

  • Time management

Knowledge:

  • Proficiency with G Suite applications (i.e. Docs, Sheets, Slides)

  • French and English B2 - Required

    • Oral and written comprehension.

    • Appropriate use of language.

  • Quality  Processes - Desirable  

  • Customer Service - Advanced.

  • Banking Knowledge/Terminology - Desirable

Studies & Experience:

  • A year of university studies completed - Desirable

  • Experience in similar positions - Desirable

Equal Opportunity Employer

At TELUS International, 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.


Additional Job Description

The Customer Experience Analyst II - Trilingual is responsible to conduct transaction monitoring of CSR’s calls or any back-office work 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 and develop agent skills as needed.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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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