Quality Analyst - Bilingual

The Customer Experience Analyst - Bilingual will provide additional support to Team Members during their nesting period. They are responsible for monitoring the various activities of calls and overall performance conducted by Customer Service Representatives. The Customer Experience Analyst - Bilingual is responsible for monitoring the various transactions of calls and / or emails / chats conducted by Customer Service Representatives. In addition, CEA is also in charge of tasks related to Backoffice, Root Cause Analysis (RCA), and overall ensuring quality standards in all lines of business and KPI compliance.

Responsibilities :

The Customer Experience Analyst - Bilingual will also provide floor support when needed, provide an excellent coaching experience and support Customer Service Representatives. The CEA will support representatives through the deal scoping process and complex scenarios, providing coaching through side-by-side sessions, call listening sessions, scrubbings and call calibration. This position will use high-level decision-making to implement the policies and procedures established by the account to drive innovation and satisfaction with our customers, analyze data and provide findings to Team leaders in order to improve performance. Will be responsible for handling escalations and providing feedback based on their analysis.

Requirements :

• Schedule flexibility (AM and PM shifts and weekends) - Required
• Advanced oral and written proficiency in French and English

Skills :

Experience :

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.