Quality control in a BPO Customer Support Project with Bulgarian and English (Varna on site)

We are seeking a highly motivated Senior Associate - Quality Assurance to join our team. In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction. Your main tasks: Monitor transactions to identify quality opportunities and drive continual performance improvements. Provide feedback to team members, client, and leadership. Be up to date with all processes and changes and share best practices with the team. Do root cause analyzes of verbatim and customers’ surveys. Participate in client and internal calibrations. Perform trainings for new hires, refreshers, upskilling, provide coaching and feedback sessions, lead workshops and huddles. Join pilots, working groups, round tables with clients and vendors. Be ready and open to share your ideas and feedback directly. Can ensure weekend coverage (in rotation). Our requirements: Fluency in Bulgarian and English at level B2 or higher. Be enthusiastic and eager to learn. Enjoy working in a dynamic environment and be flexible to change. Any experience with Google Docs, Sheets and Deck and related Google programs is a plus. Possess analytical thinking and be keen on working with data. QA support expertise is an advantage. What we offer: Long-term job security with permanent contract Additional health insurance and life insurance Food vouchers Shifts Mon-Fri between 7AM - 7PM + weekend shifts (in rotation) from 9AM - 6PM Competitive salary + extra bonus (PBI) World-class on-the-job training Multisport card partially covered by the company Discount cards for various shops Spotify Premium Individual Subscription Friendly and interactive office atmosphere 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