8 дней назад
Quality Control in a BPO Customer Support Project with Romanian and English (Varna Onsite)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Associate - Quality Assurance (BPO Customer Support): Monitoring customer support transactions and feedback to improve service quality, with an accent on root cause analysis, calibration, coaching, and performance improvement. Focus on analyzing customer surveys, delivering training and feedback, leading workshops, and maintaining quality standards across a Romanian- and English-language support project.
Location: Varna, Bulgaria — onsite
Company
provides digital engineering, artificial intelligence, automation, cloud engineering, advanced analytics, and business process services for global brands.
What you will do
- Monitor customer support transactions to identify quality opportunities and drive continuous performance improvement.
- Analyze customer surveys and verbatim feedback using root cause analysis.
- Provide feedback to team members, clients, and leadership.
- Participate in client and internal calibration sessions and share process updates and best practices.
- Deliver new-hire training, refresher sessions, upskilling, coaching, feedback sessions, workshops, and huddles.
- Participate in pilots, working groups, and roundtables with clients and vendors, including rotating weekend coverage.
Requirements
- Romanian fluency and English at B2 level or higher are required.
- Analytical thinking and an interest in working with data.
- Enthusiasm, willingness to learn, and flexibility in a dynamic environment.
- Availability for shifts Monday to Friday between 7:00 AM and 7:00 PM, plus rotating weekend shifts from 9:00 AM to 6:00 PM.
- Quality assurance support experience is advantageous.
Nice to have
- Experience with Google Docs, Sheets, Deck, and related Google Workspace programs.
- Previous QA support experience.
Culture & Benefits
- Permanent contract and long-term job security.
- Additional health and life insurance.
- Food vouchers and a partially covered Multisport card.
- On-the-job training and opportunities for internal promotion and professional development.
- Friendly office environment with team-building, social, volunteer, and charity activities.
- Discount cards for selected shops and a Spotify Premium Individual subscription.
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