Quality Assurance Analyst

Summary

Join Sutherland as a Quality Analyst and play a vital role in defining our reputation by overseeing and managing performance and service quality to ensure customer satisfaction. You will establish and maintain communication with clients and team members, resolving issues and meeting expectations. This role requires keeping management updated through timely and accurate reports, producing effective strategies based on data analysis, conducting quality audits, coaching team members, and participating in calibrations. The ideal candidate possesses a Bachelor’s degree, experience in process documentation and quality analysis, advanced Excel skills, and strong analytical and communication abilities. Sutherland offers a competitive salary, clear career progression, world-class training, and a fully remote opportunity based in Bulgaria.

Requirements

• Bachelor’s degree
• Experience with process documentation
• Experience as quality analyst
• Be able to work in MS Office
• Have advanced-level knowledge of Excel
• Be able to work in a fast-paced environment
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner

Responsibilities

• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction Strengthen relationships
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Keep management updated: Relay important information in the form of timely and accurate reports
• Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Produce quality audits, coach team members and participate in internal and external calibrations

Benefits

• Additional health and life insurance coverage
• Generous annual leave
• Food vouchers and various discounts
• Transportation / Utilities allowance
• Competitive salary and clear career progression
• World-class on-the-job training
• Fully remote opportunity - Bulgaria based