QA with German and English (standard working hours, remote, Bulgaria based)
Summary
Quality Analyst role at BPO Sutherland evaluating customer transactions and agent performance against process guidelines; requires C1 German and B2 English, MS Office skills, and prior international voice process experience, remote within Bulgaria on standard Mon-Fri hours.
Sutherland is seeking an attentive and analytical person to join us as a Quality Analyst with German and English:
- The Quality Analyst is a front-line position responsible for the evaluation and documentation of customer transaction to ensure accurate and consistent information is provided to customer.
- The Quality Specialist key focus is to evaluate transactions to ensure all required processes and guidelines are followed to ensure the delivery of the highest levels of customer experience and employee engagement, while driving KPI performance at or above all critical goals.
- This individual is responsible for completing all assigned transaction evaluation and attending all internal and external calibration sessions as assigned.
- Oversee and manage performance and service quality to guarantee customer satisfaction. Strengthen relationships.
- Establish and maintain communication with clients and/or team members.
Our most successful candidate will have:
- QA experience in auditing, coaching, performance management, and reporting will be considered an advantage
- C1 in German, English at a B2 level or higher.
- Must have experience in international voice process.
- Experience and knowledge in Banking and finance will be preferred.
- Six months experience in process transformation.
- Ability to work in MS Office - Ability to work in a fast-paced environment.
- Pro-active ability in developing trust and professional rapport with employees and team members., work as a team-player.
- Strong analytical skills., be able to interpret data, identify trends, and make suggestions for improvements.
- Strong verbal and written communication skills., be able to communicate in a clear, constructive, and professional manner.
What we offer:
- Long-term job security with permanent contract
- Additional health insurance and life insurance
- Food vouchers
- Regular shifts, Mon-Fri (9:00 to 18:00)
- Competitive salary + extra bonuses
- World-class on-the-job training
- Multisport card partially covered by the company
- You will become part of a recognized international market leader and can enrich your CV
- An ambitious corporate culture that encourages internal promotions and professional development
- Team building and social activities, volunteer participation, charity events and much more
- Apply and you will get the full broad information about your possibilities with us