***Applicants should be available and willing to work on-site and/or from home depending on business needs.***
Content Moderation Account related to AI technology - Customer Experience Analyst (Portuguese) - Pradera East
Last day to apply: Friday, April 11th, 2025
Position overview:
The Customer Experience Analyst II - Trilingual is responsible for ensuring that all processes and quality guidelines established by the account are met, by monitoring the various transactions of calls and/or emails/chats conducted by Customer Service Representatives, Technical Support and/or Sales. In addition, CEA is also in charge of tasks related to back-office, root cause analysis (RCA) and overall ensuring quality standards in all lines of business and KPI compliance, also responsible for ensuring that all processes and quality guidelines established by the account.
Key responsibilities:
Monitor and audit transactions based on internal quality assurance complying with client's guidelines (call duration, evaluation recurrency) and targets.
Trend analysis in order to create/implement effective action plans to improve account's core metrics.
Identify process/knowledge gaps on client alerts.
Scoring accuracy; meeting calibration goals on a monthly basis.
Participation in weekly calibration meetings.
Creation and delivery of Quality workshops based on the team's areas of opportunity.
Creating and updating daily reports on internal errors, trends, and alerts that arise within the account.
Requirements:
Schedule flexibility - Required
Experience in Customer Experience Analyst Role
Availability to work on-site - Required
Portuguese and English B2 - Required
Core competencies:
Giving support
Focusing on customers
Embracing technology
Managing self-development
Functional competencies:
Portuguese and English B2 - Required
Oral and written comprehension.
Appropriate use of language.
Advanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)
Advanced Excel/Google Sheets - Desirable
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
Basic Knowledge of Operational Procedures
Quality Processes - Advanced
Customer Service - Advanced
Motivation Theory - Advanced
Brilliant Coaching - Desirable
Content Moderation Accounts Product knowledge - Desired
Qualifications:
At third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable
Experience in similar positions - Desirable
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.