Quality control in a BPO Customer Support Project with Bulgarian and English (Varna on site)
Quality is what transforms good work into excellence.
If you’re passionate about driving improvement, ensuring standards, and helping teams deliver their best, this could be your next big step.
Ask yourself:
- Are you naturally detail-oriented with a passion for coaching others toward success?
- Have you made it your mission to foster growth and uphold high-quality standards in everything you do?
- Are you ready to take the next step in your Quality Assurance career?
If you answered yes, keep reading!
We’re excited to announce an opportunity for a Senior Associate - Quality Assurance role. This position offers the chance to lead by example, inspire growth, and elevate performance to the next level.
Job DescriptionWe are seeking a highly motivated Senior Associate - Quality Assurance to join our team. In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction.
Your main tasks:
Monitor transactions to identify quality opportunities and drive continual performance improvements.
Provide feedback to team members, client, and leadership.
Be up to date with all processes and changes and share best practices with the team.
Do root cause analyzes of verbatim and customers’ surveys.
Participate in client and internal calibrations.
Perform trainings for new hires, refreshers, upskilling, provide coaching and feedback sessions, lead workshops and huddles.
Join pilots, working groups, round tables with clients and vendors.
Be ready and open to share your ideas and feedback directly.
Can ensure weekend coverage (in rotation).
Our 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.
What we offer:
- Long-term job security with permanent contract
- Additional health insurance and life insurance
- Food vouchers
- Shifts Mon-Fri between 7AM - 7PM + weekend shifts (in rotation) from 9AM - 6PM
- Competitive salary + extra bonus (PBI)
- World-class on-the-job training
- Multisport card partially covered by the company
- Discount cards for various shops
- Spotify Premium Individual Subscription
- Friendly and interactive office atmosphere
- You will become part of a recognized international market leader and can enrich your CV
- An ambitious corporate culture that encourages internal promotions and professional development
- Team building and social activities, volunteer participation, charity events and much more
- Apply and you will get the full broad information about your possibilities with us
Skills Required
- Fluency in Bulgarian at B2 level or higher
- Fluency in English at B2 level or higher
- Analytical thinking and willingness to work with data
- Enthusiasm, willingness to learn, and flexibility in a dynamic environment
- Quality assurance support expertise
- Experience with Google Docs, Sheets, Slides, and related Google programs
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
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What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
