Morocco Job Openings

TELUS International

Quality Analyst - Bilingual

Casablanca

FULL TIME

August 6, 2024

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:

Amenable to work in a night shift schedule and 100% onsite work set up
Advanced oral and written proficiency in French and English

Skills:

Analytical skills
Result Oriented
Teamwork
Focus on problem-solving and decision making
Internal and External Customer Orientation
Ability to work under pressure
Strong verbal and written communication skills

Experience:

A minimum of 1 year experience in the same job is required.

Job Type: Full-time
Application Question(s):

How much is your asking salary in Morocco Dirhams?
Are you amenable in working on a night shift schedule?

Experience:

Quality Analyst: 1 year (Required)

Language:

French (Required)
English (Required)

Location:

Casablanca (Required)

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