Customer Experience Analyst

We are looking for a Quality Analyst with German and English to join our Sky Sales (Retention) Team. You are our missing piece of the puzzle if: You have an advanced level of written and spoken German (C1 and above) and medium level of English ; You have a background in sales and are determined to achieve sales targets. You think businesslike. You possess excellent attention to details and active listening skills ; With a problem-solving orientation , you are open and collaborative in identifying issues and finding creative solutions. You get your energy and motivation from helping people and achieving goals. You put the team and the sales results first and yourself second. You have great communication and interpersonal skills . You are patient and cool under pressure. You are autonomous and have strong time management skills; Flexibility is one of your strong points and you can handle tight deadlines. If you already checked the requirements above, we want you in our team! Responsibilities may include : Enrollment in client facing activities – Scrubbings, Analysis, Calibrations, Business Reviews; Evaluate agents call and case handling with regard to selling techniques, application of selling points, willingness to close sales, verbal and nonverbal atmosphere. Audit an agreed % of agent cases per day and provide the Team Managers with regular updates; Stay up-to-date regarding our product and our content self-initiatively Stay up-to-date regarding our goals and the current performance of the team Monitor the levels of sales skills and quality provided to customers and provide feedback to OPS Leadership Team. Identify what influences our sales results and provide feedback to OPS Leadership Team actively. Identify emerging trends that influence our results and report them early and actively Summarize sales trends and common objections from customers (e.g. on a weekly basis) Motivate agents in day-to-day business Feedback sales and quality results in coordination with OPS Leadership team Develop individual actions for agents to improve their performance and keep track of the results Develop and implement briefings, for example regarding product changes or new communication guidelines Keep internal overviews up-to-date, for example ongoing sales promotions Identify and implement initiatives to drive up sales and Customer Satisfaction Work closely with OPS and Customer Experience team, assessing workload and sales/CSAT/QA performance. Complete root cause and process gap analysis for executive escalations, specific client complaints. Respond to local stakeholders in a timely manner and brainstorms with operations on proactive solutions to minimize customer dissatisfaction scores. Operational alignment â Attend meetings with AGM and CE Manager to reveal findings, trends and recommendations that will improve operational KPIs. Participate within Weekly, Monthly and Yearly Business reviews. For targeted analysis calibrates project scope, auditing sample size and recurrent touchpoints to communicate progress. System tools – Ensure access to all the available tools are monitored on a regular basis. Maintains consistent dialogue with IT, client and stakeholders so that uptime remains 100%. Perform any other reasonable tasks needed for process excellence. Deliver coaching/feedback sessions when/if needed. Handle calls in special circumstances – AHOD/ high volume periods.

Language Reference

English

German

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world’s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service – all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, 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.

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