TELUS International Bulgaria is looking for a passionate and result driven Customer Experience (Quality) Analyst with Swedish and English!

Responsibilities:

• Monitors and audits transactions performed by agents against internal and/or external quality assurance requirements to deliver excellent customer experience
• Ensures that transaction monitoring goals requirements are met
• Creates and updates Customer Experience reports
• Maintains the files updated for accurate analysis and process improvement
• Reviews and analyses data that affects Customer Experience (Voice of the Customer)
• Highlights areas for improving immediate necessities and overall strengths impacting the customer experience. Builds effective recommendations to drive account performance
• Prepares in advance to analyse 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 the CE Team Lead to provide immediate findings to the Operations and Training departments
• Completes on-boarding presentations to ensure new hires have a clear understanding about TELUS International customer experience standards, as well as client requirements
• Complies with Client's requirements regarding all needed QA and job certifications, works on a required amount of contacts and complies with Audit of the Auditor requirements

Requirements:

• Fluent in Swedish
• Good knowledge in English
• Minimum of 6 months experience in Customer Service representative (will be considered as advantage);
• Coaching and analytical skills

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.