Company Description
Join Sutherland - Where Your Career Soars!
About us!
Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!
About your next great opportunity:
As a Quality Assurance Specialist, you'll have the chance to make a real impact by monitoring our team’s work and ensuring everything runs like clockwork. If you're someone who loves making sure everything is in tip-top shape and enjoys using the latest tech to improve performance, this is the role for you. You will also get the chance to work for one of the biggest GameTech companies.
Join us in our cozy Sofia office where ideas flow and teamwork thrives!
Job Description
In this exciting new role, you’ll be the mastermind behind the project's back-office processes and ensuring top-notch performance
- Monitor the execution of all back-office processes;
- Evaluate agent performance and enhance skills through engaging training;
- Contribute to QC projects, making them more effective;
- Manage specific tasks as a project officer;
- Identify and escalate any issues, non-conformities, or near-misses;
- Coach agents on handling challenging cases and complaints;
- Analyze data, uncover insights, and share findings with the team;
Qualifications
Qualifications
Here's what you will need in your toolkit:
- Experience in Customer Support;
- Experience in Quality Assurance is an advantage;
- Experience using MS Office;
- Strong command of English language - C1
- Outstanding analytical and problem-solving skills;
- Highly developed attention to detail;
- Effective communication and interpersonal skills;
- Learning to understand and anticipate customer needs, and providing excellent service;
What we offer:
- Long-term job security with a permanent contract;
- Additional health and life insurance coverage;
- Generous annual leave, including wellness days;
- Food vouchers and paid breaks;
- Competitive salary and clear career progression;
- World-class on-the-job training;
- Work in a cozy office;
Additional Information
All your information will be kept confidential according to EEO guidelines.
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
