Quality control in a BPO Customer Support Project with Bulgarian and English (Varna on site)

Sutherland
Bulgaria
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringSkills: ["Detail-oriented","Coaching","Feedback","Analytical thinking","Adaptability"]

Monitor and improve quality in a BPO customer support project by reviewing transactions, customer feedback, verbatims, and surveys. Provide coaching and actionable feedback to team members, clients, and leadership, and support continual process improvements through root-cause analysis, calibrations, and best-practice sharing. Lead trainings for new hires and refreshers, participate in client working sessions, and help ensure weekend coverage in rotation.

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FursaFursa
Sutherland
Sutherland
10 hours ago

Quality control in a BPO Customer Support Project with Bulgarian and English (Varna on site)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Monitor and improve quality in a BPO customer support project by reviewing transactions, customer feedback, verbatims, and surveys. Provide coaching and actionable feedback to team members, clients, and leadership, and support continual process improvements through root-cause analysis, calibrations, and best-practice sharing. Lead trainings for new hires and refreshers, participate in client working sessions, and help ensure weekend coverage in rotation.
Location: Bulgaria
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: QA, Test & Release Engineering
Seniority: Mid level

Key Responsibilities

  • •Monitor transactions to identify quality opportunities and drive continual performance improvements.
  • •Analyze customer feedback, verbatims, and surveys, including root-cause analyses.
  • •Provide feedback to team members, client, and leadership.
  • •Stay current with processes and changes, share best practices, and participate in client and internal calibrations.
  • •Conduct trainings and coaching for new hires and current team members, and participate in pilots and working groups.

Pay and Benefits

Perks:Health InsuranceLife InsuranceMeal AllowanceLearning Budget

Key Requirements

  • •Fluency in Bulgarian and English at level B2 or higher.
  • •Analytical thinking and ability to work with data.
  • •Experience with QA support is an advantage.
  • •Enthusiastic and eager to learn.
  • •Familiarity with Google Docs, Sheets, and Deck is a plus.
Experience:BPOCustomer support
Skills:Detail-orientedCoachingFeedbackAnalytical thinkingAdaptability
Languages:BulgarianEnglish
Tech Stack:Google DocsGoogle SheetsGoogle SlidesGoogle Decks

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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