Customer Experience Analyst II - Trilingual - Customer Experience (Gaming Account - Portuguese)

Basic Information

Ref number

Req_00018740

Last day to apply

18-Feb-2019

Primary Location

Merliot

Description and Requirements


The Customer Experience Analyst II - Trilingual 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.

Main Responsibilities:
Monitor and audit transactions by Customer Service Representatives, based on internal quality assurance and/or external customers to provide an excellent experience, creating and updating daily reports on internal errors that arise within the account, to conduct the review and analysis of data or variables that affect the customer experience, establishing areas of opportunity and/or strengths, actively participate in calibrations to ensure alignment between the business, data of Customer Experience department and coaching methodology implemented; among others.



Skills:

  • Analytical skills.

  • Result Oriented.

  • Teamwork.

  • Focus on problem solving and decision making.

  • Internal and External Customer Orientation .

  • Ability to work under pressure.

Knowledge:

  • Advanced Excel - Required
    • Functions: SUM, Average, Count, conditioning formulas (IF, AND, OR)
    • Preparation and presentation of advanced graphics
    • Dynamic tables
    • Search the data value by: VLOOKUP.
    • Format Cells
    • Advanced Filters

  • English - 100 % :
    • Oral and written comprehension .
    • Appropriate use of language.

  • Portuguese - 100 % :
    • Oral and written comprehension .
    • Appropriate use of language.

  • Customer Service - Advanced

  • Quality Processes - Advanced

  • Motivation Theory - Advanced

  • Coaching for Excellence - Desirable

Studies & Experience:

  • At third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable

  • Experience in similar positions - Desirable




Additional Job Description

The Customer Experience Analyst II - Trilingual 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.

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