Sutherland
BPO
QASpecialistwithGermanandEnglish(Varnabased)
“QA Specialist with German and English (Varna based) at Sutherland. Skills: Quality Assurance, Customer feedback analysis, Performance improvement. Monitor transactions. Identify quality opportunities”
What You'll Achieve.
Enhancing customer experience; Analyzing customer feedback; Implementing strategies to improve customer satisfaction; Uphold high-quality standards
Industry & Context.
Root cause analysis
Weekend coverage (in rotation)
What They're Looking For.
Must Have
Fluency in German and English at level B2 or higher, Analytical thinking, Keen on working with data
Nice to Have
QA support expertise, Experience with Google Docs, Experience with Google Sheets, Experience with Google Deck, Experience with related Google programs
What You'll Do.
Identify quality opportunities
Drive continual performance improvements
Provide feedback to team members
Provide feedback to client
Provide feedback to leadership
Be up to date with all processes
Be up to date with all changes
Share best practices with the team
Do root cause analyzes of verbatim
Do root cause analyzes of customers’ surveys
Participate in client calibrations
Participate in internal calibrations
Perform trainings for new hires
Perform refresher trainings
Perform upskilling trainings
Provide coaching sessions
Provide feedback sessions
Join round tables with clients
Join round tables with vendors
Share your feedback directly
Ensure weekend coverage
How You'll Work.
Team & Collaboration
Client calibrations; Internal calibrations; Working groups; Round tables
Communication Scope
Provide feedback
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