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 sectorTELUS International Europe!
We’re looking for a Customer Experience Analyst I level with Russian and Englishto 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 Russian 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
We care about the well–being of our employees, invest in their future growth, encourage fun and team building projects!
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.
Additional Job Description
Provides constant feedback, trains and monitors the performance of all agents. Participates in weekly QA calibration calls, organizes training sessions and refreshers. Provides floor support whenever necessary and actively communicates with the rest of the management team.
РУ "Ангел Кънчев"