Join Sutherland - Where Your Career Soars! About us:

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

As a QA Specialist, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction.

Main Responsibilities:

• Analyze customer feedback to identify strengths and areas for improvement
• Share ideas to improve the customer experience and enhance product satisfaction
• Collaborate with cross-functional teams to resolve issues and support customer needs
• Monitor customer interactions to ensure consistent, friendly, and on-brand communication
• Conduct quality checks and provide constructive feedback to help the team improve
• Track and interpret trends in data and reports to guide strategy
• Support continuous improvement initiatives across customer experience projects
• Mentor junior team members and contribute to their professional development
• Create and maintain training materials and service guides

Requirements:

• Fluent in Czech/German language - C1/C2
• Good knowledge of English language - B2
• 1+ year of experience in a similar role
• Strong communication skills—clear, friendly, and professional in both speaking and writing
• Skilled at problem-solving and process improvement
• Proficient in Microsoft Office (especially Excel and PowerPoint); experience with CRM and feedback tools
• Team-oriented, collaborative, and organized with a sharp eye for detail
• Comfortable multitasking and prioritizing in a fast-paced environment
• Proactive, adaptable, and eager to learn new tools and techniques

What we offer:

• Attractive salary and long-term job security with a permanent contract
• Relocation package to Varna
• Work from our Varna office
• 21 days of paid annual leave
• Additional health and life insurance
• Meal and gift vouchers
• Transportation allowance
• Employee recognition programs
• Individual training for professional development
• Clear career prospects with internal promotion opportunities
• Modern and pleasant work environment with cozy relaxation areas

All your information will be kept confidential according to EEO guidelines.