Sutherland Global Services is looking for a Quality Analyst in Bulgaria to oversee performance and service quality, ensuring customer satisfaction. In this role, you will produce strategies from data analysis, conduct audits, and help drive continuous improvement.
What You'll Do
- Oversee and manage performance and service quality to guarantee customer satisfaction.
- Establish and maintain communication with clients and team members to understand needs, resolve issues, and meet expectations.
- Relay important information through timely and accurate reports to management.
- Produce effective strategies based on meaningful data reports, analysis, and observations.
- Conduct quality audits, coach team members, and participate in internal and external calibrations.
What We're Looking For
- Bachelor’s degree.
- 1-3 years of experience as a quality specialist.
- Experience with process documentation.
- Advanced-level knowledge of Excel and proficiency in MS Office.
- Ability to work in a fast-paced environment.
- Proactive approach to building trust and rapport; a team-player mentality.
- Strong analytical skills to interpret data, identify trends, and suggest improvements.
- Strong verbal and written communication skills, able to communicate in a clear, constructive, and professional manner.
Nice to Have
- Identity and Access Management background or familiarity.
Technical Stack
- MS Office
- Excel
Benefits & Compensation
- Competitive salary
- Additional health and life insurance coverage
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Clear career progression
- World-class on-the-job training
Work Mode
This is a local-country position based in Bulgaria.
All your information will be kept confidential according to EEO guidelines.
