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Customer Experience Analyst I level with Finnish and English (Quality analyst) at Telus International

Customer Experience Analyst I level with Finnish and English (Quality analyst)

Telus International Sofia, BG Full-Time
Required languages: Finnish (Business Fluent) / English (Advanced)
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Are you ready to take the next step in your career and to achieve your next challenge?

If your answer is YES – join the leader of the BPO sector TELUS International Europe!

We’re looking for a Customer Experience Analyst I level with Finnish and English (Quality analyst) to join our team! 

Key Responsibilities:
  • Act as a Subject Matter Expert
  • Perform and ensure timely completion of quality review check on review tasks and other tasks to ensure quality, accuracy, and consistency
  • Train and mentor team on processes and technologies & be an escalation point for questions and clarifications 
  • Responsible for communication updates regarding process changes and updates to the team documents
  • Identify and develop support materials for team use, e.g., training manuals, job aids, and training curriculum, for training materials refresh, new training topics, and remedial training
  • Prepare, analyze and interpret complex reports and formulate conclusions
  • Able to work flexible schedules outside of normal business hours, including nights, weekends, and holidays
Basic Qualifications:
  • Ability to view and process sensitive and disturbing content
  • Minimum of 1 year Quality Assurance or Team Leader experience in a contact center environment
  • Advanced knowledge of Microsoft Excel
Preferred Qualifications:
  • Good working knowledge on course development
  • Experience with Google Suite
  • Active user of Social Media
  • Data analysis skills
Professional Qualifications:
  • Highly organized and detail-oriented
  • High quality communication skills, both oral and written
  • Strong facilitation and moderation skills
  • Excellent interpersonal skills and ability to function within a team
  • Ability to work independently and exercise good judgment
  • Robust wellness and resiliency practices, or willingness to learn
  • Fluent in Finnish and B2 or higher English language skill
In Return, We will give you:
  • Stable job and career development opportunities
  • Attractive salary
  • Full paid training
  • Special Discounts and Offers (Food vouchers, Multisport cards)
  • Additional health insurance & Transportation allowance
  • Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
  • Positive international working environment (Relax zones, PlayStation and billiard corners)
  • Support and learning
  • Employee referral bonuses & Recognition programs
It sounds like the perfect job for you? Apply now!

About us:
 TELUS International Europe is the leader in the BPO sector in Bulgaria. We have almost 50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO and creative customer service support for global customers in over 50 languages.

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Scheduling
Self Motivation
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