Publicat 09 Ian 2019 | Reactualizat 08 Feb 2019 | Expiră 09 Feb 2019

Quality Coach with German & English

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Candidatul ideal

“Quality is not an act… It’s a habit! ” (Aristotle)

We are looking for a Quality Coach with German and English to join our Quality and Training Team!

You are our missing piece of the puzzle if:

You have an Advanced level of German and English
You enjoy speaking in public and hosting meetings
You have energy, passion and creativity, together with a great understanding of Customer Experience*
You have excellent observational and active listening skills
With a problem-solving orientation, you love challenges and finding creative solutions. If you don’t know the answer, you’ll dig until you find it
You use all experiences to learn and to help others grow
You like helping people
You get a kick out of working in a team and for a team
You are patient and cool under pressure
You also like to laugh a lot, because this is what we do in this team
You are motivated and driven
You are going to take ownership of your recommendations and truly make a difference

*Previous experience in a Customer Service environment might represent an advantage

Descrierea jobului

Responsibilities may include:

  • Evaluate agents call and case handling with regard to quality and customer service
  • Audit an agreed % of agent cases per day and provide the Team Manager with regular update
  • Monitor the levels of quality provided to customers and provide feedback to individual agents
  • Identify and implement initiatives to drive up Customer Satisfaction
  • Maintain appropriate records of learner development and also resource allocation
  • Work closely with recruitment, assessing quality tests
  • Complete root cause and process gap analysis for executive escalations, specific client complaints
  • Respond to the client on a timely manner and brainstorms with operations on proactive solutions to minimize customer dissatisfaction scores
  • Operational alignment – 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 available tools are monitored on a regular basis
  • Maintains consistent dialogue with IT, client and stakeholders so that uptime remains 100%
  • Coaching - ability to correlate all tasks to current 4Cs coaching methodology and match project findings
  • Provide coaching for analyst skill development and promote learning corporate initiatives
  • Perform any other reasonable tasks needed for process excellence

We offer:

- Stable job - permanent labor contracts
- Monthly meal tickets
- International career - paid 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

It’s different here! Check out our Facebook page!

Descrierea companiei

TELUS International focuses on human connection and innovation to deliver exceptional customer service and next-gen IT consulting that wow clients and delight their customers. More than 30,000 employees around the world, from locations across North and Central America, Europe and Asia, enable over 200 million customer interactions annually via voice, email, chat and social media, across fast-growing tech, financial services and fintech, gaming, travel and hospitality, and healthcare industries.

TELUS International enables customer service delivery innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. The company serves clients in over 35 languages. TELUS holds a 65% interest in TELUS International with Baring Private Equity Asia holding the remaining 35%.

Quality Coach with German & English  -  TELUS International Europe