Quality Assurance Specialist - Digital Trust and Safety

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

Here's what you will need in your toolkit:

• Experience in KYC (Know Your Customer)
• 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;