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

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

Ensure high-quality customer support performance by monitoring transactions, identifying quality opportunities, and driving continual improvements. Analyze customer feedback, verbatims, and survey results to perform root-cause analysis and recommend actions. Provide coaching, training, and calibration support for teams, clients, and leadership, and participate in pilot programs and working groups. Support weekend coverage in rotation while staying current with process changes and best practices.

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FursaFursa
Sutherland
Sutherland
4 days ago

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

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Ensure high-quality customer support performance by monitoring transactions, identifying quality opportunities, and driving continual improvements. Analyze customer feedback, verbatims, and survey results to perform root-cause analysis and recommend actions. Provide coaching, training, and calibration support for teams, clients, and leadership, and participate in pilot programs and working groups. Support weekend coverage in rotation while staying current with process changes and best practices.
Location: Bulgaria
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering

Key Responsibilities

  • •Monitor transactions to identify quality opportunities and drive continual performance improvements.
  • •Analyze customer feedback, verbatims, and survey results; perform root-cause analyses.
  • •Provide feedback to team members, client, and leadership.
  • •Stay up to date with processes and changes; share best practices with the team.
  • •Conduct training for new hires and ongoing refreshers, including coaching sessions, workshops, and calibrations.

Pay and Benefits

Perks:Health InsuranceLife InsuranceMeal AllowanceMultisport CardSpotify Premium

Key Requirements

  • •Fluency in Bulgarian and English at level B2 or higher.
  • •Be enthusiastic and eager to learn.
  • •Enjoy working in a dynamic environment and be flexible to change.
  • •Any experience with Google Docs, Sheets and Deck and related Google programs is a plus.
  • •Possess analytical thinking and be keen on working with data; QA support expertise is an advantage.
Skills:Analytical thinkingDetail-orientedCoachingFlexibilityProcess adherence
Languages:BulgarianEnglish
Tech Stack:Google DocsGoogle SheetsGoogle SlidesGoogle DecksData

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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