Customer Experience Reporting Analyst

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TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of capabilities spans digital customer experience and digital solutions, including digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

Cerinte

Join our Customer Experience team in Bucharest: we are looking for a Reporting Analyst!

What we expect:

-Fluency in English - Advanced (both written and spoken);
- + 1 year of experience in a similar role;
-Advanced knowledge in Google Sheets, Excel, Macros and Google Slides;
-Skills required:
-Solid analytical abilities;
-Self-driven attitude and aility to work with local and remote teams;
-Strong interpersonal and communication skills, ability to foster relationships with peers and other functions;
-High motivation, dynamism and a self-steering attitude;
-Comfort in a complex multilingual environment, valuing diversity;
-Stress resilience and flexibility in adapting to tight deadlines;
-Flexibility in adapting and working with different client reporting tools (Verint, Zendesk, NiceEngage, etc);

Responsabilitati

Main responsibilities:

- Proactive reporting of Customer Experience related performance for Bucharest and -Craiova teams;
-​Creation of reporting dashboards for different user groups;
-Respond to day-to-day queries regarding data needs and automate them, whenever possible;
-Proactive involvement in identifying and solving issues that affect data accuracy and consistency;
-Clean up and end date all projects which are no longer required;
-Provide weekly and monthly CE reports and presentations (WBRs, MBRs and QBRs charts and data);
-Maintain databases and perform updates as necessary to ensure accuracy;
-Regularly examine data reports to locate and resolve mistakes throughout;
-Accurately analyze and collect data for various types of business reports;
-Create business reports that provide insight into key data points (CSAT, NPS, Sales Conversion), some of them ad-hoc;
-Communicate the results of data analysis in written and verbal form to CE Managers and Team Leaders;
-Creates impactful visual representations of analytic insights and concise summaries of methodology geared to audience needs;
-Identify, analyze, and interpret trends or patterns in complex data sets;
-Work with management to prioritize business and information needs;

Alte informatii

We offer:

-Stable job - permanent labor contracts
-Monthly meal tickets
-Public transportation and gym subscriptions reimbursement, after trial period
-Great rewards for referring your friends: consistent bonuses and prizes
-Internal and external professional training
-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
-International career - regular 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

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