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

Sutherland
Bulgaria
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringSkills: ["Analytical thinking","Coaching","Feedback","Flexibility"]

Drive quality and customer experience improvements in a BPO customer support program by monitoring transactions, analyzing feedback and surveys, and conducting root-cause analysis. Provide feedback to team, client, and leadership, stay current on process changes, and share best practices. Participate in calibrations and trainings, coach new hires and refreshers, and support weekend coverage in rotation.

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FursaFursa
Sutherland
Sutherland
1 day ago

Quality control in a BPO Customer Support Project with Romanian 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: 4 hours agoStatus: Live

Job Summary

Drive quality and customer experience improvements in a BPO customer support program by monitoring transactions, analyzing feedback and surveys, and conducting root-cause analysis. Provide feedback to team, client, and leadership, stay current on process changes, and share best practices. Participate in calibrations and trainings, coach new hires and refreshers, and support 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 verbatim and customer surveys, conducting root-cause analysis to improve satisfaction.
  • •Provide feedback to team members, the client, and leadership; share best practices and stay current with process changes.
  • •Participate in client and internal calibrations, and support workshops, huddles, and pilot working groups.
  • •Train new hires and run refreshers/ups-killing sessions, providing coaching and feedback; cover weekends in rotation.

Pay and Benefits

Perks:Health InsuranceLife InsuranceMeal Allowance

Key Requirements

  • •Fluency in Romanian and English at level B2 or higher.
  • •Analytical thinking and strong interest in working with data.
  • •Enthusiasm and willingness to learn in a dynamic environment.
  • •Familiarity with Google Docs, Sheets, and Deck (plus).
  • •QA support expertise is an advantage.
Skills:Analytical thinkingCoachingFeedbackFlexibility
Languages:EnglishRomanian
Tech Stack:Google DocsGoogle SheetsGoogle Slides

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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