TELUS International Bulgaria is looking for a passionate and result-driven Trust & Safety Quality Analyst with Arabic and English for Supercell Account.

Responsibilities:

• Review/audit the quality of work, provide actionable and constructive feedback both in writing and in person, and participate in dispute processes

• Calibration processes for the market and globally

• Analyze available data, provide insights, and identify issues affecting the performance

• Perform root-cause analysis to identify the most impactful factors and suggest solutions 

• Perform deep dives on specific issues as they arise

• Report on findings and suggest data-driven solutions and process improvements

• Collaborate with trainers and policy managers to address issues and follow up on process improvements

Nice to have: 

• Experience performing Root-Cause Analysis in a Trust & Safety context

• Good analytical skills and ability to explore and interpret data in a meaningful way, with a focus on actionable insights

• Good presentation skills with a focus on using data to communicate compelling narratives and actionable insights

Requirements:

• Fluent in Arabic and excellent knowledge of Gaming culture and internet slang

• Good knowledge of English

• Experience using dashboards to review data (Tableau, Power Bi or other) 

• Able to explain QA processes to cross-functional teams 

• Great communication skills at navigating disagreements and staying objective

• Detail-oriented and experienced in digital operations with complex procedures

• Minimum of 6 months experience as Customer Service Representative (will be considered as an advantage)

We Offer:

• 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 the well–being of our employees, 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 International 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.