Who we are

Sutherland is a global leader in digital transformation and world-class customer service. We are the driving force behind today's experiential giants – the companies best known for the transformative experiences they deliver, operating in a variety of industries, from technology & travel to telecommunications, banking and more.

What we are looking for

Our partner is a well-known international company. Currently, they are opening their new service center in Bulgaria, and we are looking for: Quality Assurance Specialist with Portuguese and English, who will work in our offiice in Varna.

In this role, you will be responsible for enhancing our customer experience initiatives, analyzing customer feedback, and implementing strategies to improve overall customer satisfaction.

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.

Qualifications:

• Fluent in Portuguese 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

Additional Information

• Additional health and life insurance coverage
• Generous annual leave
• Food vouchers and paid breaks
• Competitive salary and clear career progression
• World-class on-the-job training
• Performance Based Monthly + Quarterly Bonus
• Hybrid model of work

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