Quality Assurance Specialist with Bulgarian and English (based in Varna)

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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 with Bulgarian and English, who will work in our ofiice in Varna.

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:
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.

Requirements:
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.
You are fluent in Bulgarian and English

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