Quality control in a BPO Customer Support Project with Bulgarian and English (Varna on site)
SutherlandRemotely
google sheetsdata analysisquality assurancetrainingroot cause analysisgoogle docscalibrationsgoogle deck
Job Description
📋 Description
- Senior Associate - Quality Assurance role focused on improving customer experience and satisfaction.
- Monitor transactions to identify quality opportunities and drive continual performance improvements.
- Provide feedback to team members, client, and leadership.
- Stay updated with processes and share best practices with the team.
- Conduct root cause analyses of verbatim feedback and surveys; participate in calibrations.
- Lead trainings for new hires, refreshers, upskilling, and coaching; run workshops and huddles.
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