Company Description:
Who we are
Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.
What we are looking for
Our partner is a well-known international company.
Currently, they are opening their new service center in Bulgaria, and we are looking for:
Quality Assurance Specialist
Job Description:
In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction.
What You’ll Be Up To:
-
🌍 24/7 Ready: We’re a round-the-clock operation, so you’re cool with flexible shifts—including evenings, weekends, or holidays—because great service never sleeps.
-
🏢 Office Vibes Only: This role is 100% on-site —you’ll be working from the office, collaborating face-to-face with the team, and soaking in the energy (and coffee ☕️) of our shared workspace.
-
🔍 Listen & Learn: Dive into customer feedback to spot what’s working and what needs a glow-up in our products and services.
-
💡 Make It Better: Bring your ideas to the table and help create strategies that level up the customer experience and make people actually love using our stuff.
-
🤝 Team Player Vibes: Work side-by-side with different teams to solve problems, fix processes, and make sure customers feel heard and supported.
-
🎧 Quality Check: Keep an eye on how we interact with customers—making sure everything stays on-brand, helpful, and friendly.
-
✅ Audit Like a Pro: Run regular quality checks and give helpful, real feedback to help teammates keep getting better.
-
📊 Track the Trends: Analyze reports and data to understand what’s going great and what needs a boost.
-
🚀 Always Improving: Jump into projects and ideas that aim to continuously upgrade the customer experience.
-
🌍 Stay in the Know: Keep up with the latest trends and best practices in the world of customer experience.
-
🧑🤝🧑 Be a Mentor: Share your knowledge and support junior teammates as they grow into customer service superheroes.
-
📚 Build Resources: Help create cool training materials and guides so everyone knows how to crush it at customer service.
Qualifications:
-
You’ve got at least a year of experience in a similar role and can show us how you’ve helped boost customer satisfaction and loyalty
-
You’re confident when it comes to both talking and typing—clear, friendly, and professional is your style
-
You love breaking things down, finding smart solutions, and making things better
-
You know your way around Microsoft Office (especially Excel and PowerPoint) and have some experience with CRM systems and customer feedback tools
-
You work well with others and love being part of a team that’s all about collaboration and good vibes
-
You’ve got a sharp eye for the little things and keep everything organized and on point
-
Helping people is your thing. You care about creating positive experiences and making customers feel valued
-
You’re comfortable juggling tasks and know how to prioritize when things get busy
-
You’ve been involved in making processes better and are all about trying new ways to get things done
-
You’re reliable, meet deadlines, and know how to keep things moving
-
You adapt quickly, love learning new tools and techniques, and aren’t afraid of a little change
Additional Information:
Additional Information:
- Additional health and life insurance coverage
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- World-class on-the-job training
- Work in a cozy office
