Quality Coach with Italian and English

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

Perfection is not attainable, but if we chase perfection we can catch excellence. - Vince Lombardi

We are looking for a Customer Experience Analyst with Italian English to join our Customer Experience Team.

You are our missing piece of the puzzle if you have this skills:

- Advanced level of Italian and English (both spoken and written)
- Good computer literacy
- Analytical and problem-solving mindset
- Very good communication and interpersonal skills
- Relevant Excel skills
- Strong time management skills

We expect:

- Autonomy, tact and experience in working with international clients
- Team spirit and willingness to help people
- Customer focus and client-oriented approach
- Quick learner and agile enough to quickly master new, complex systems
- Flexibility, a proactive, open and collaborative approach
- Passionate about process improvement
- Capacity to keep calm under pressure and can handle tight deadlines
- Previous call-center experience is a must

The tasks as a Customer Experience Analyst:

- audit the quality of the work of agents, using the account specific tools
- provide individual/global feedback to agents about their performance
- handles the communication with the Client and the agents about account's processes and procedures
- various reporting duties according to the accounts specifics
- performing data scrubbing, root cause and trends analysis
- acts as a point of contact for the Client regarding the account's quality indicators
- responsible for the training logistic, content and knowledge assessment for the respective account

We offer:

- Stable job - permanent labor contracts
- Monthly meal tickets
- Public transportation and gym subscriptions reimbursement
- Performance bonus
- Great rewards for referring your friends: consistent bonuses and prizes
- International career - regular training and international career opportunities
- Multilingual exposure - improve your spoken and written language skills
- Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
- Community projects want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
- Private medical insurance coverage we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
- Special discounts across variety of Banks, Telecoms, Gym Fitness centers and more

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