Quality control in a BPO Customer Support Project with Romanian and English (Varna on site)
Core
Senior QA Associate monitoring transactions, analyzing customer feedback, and implementing strategies to improve customer satisfaction in a BPO environment.
Role type
Senior IC Quality Assurance Associate
Builds
Customer experience initiatives and performance improvements for BPO clients
Domain
Business Process Outsourcing (BPO) / Customer Support
Deliverable
dashboards & analysis
Required skills
Transaction monitoring, root cause analysis, data analysis, coaching and training delivery, process adherence, client calibration participation
Preferred skills
Google Workspace proficiency, QA support expertise
Responsibilities
Monitor transactions to identify quality opportunities, provide feedback to team and leadership, perform root cause analyzes of verbatim and surveys, participate in client calibrations, conduct training and coaching sessions
Seniority
Senior, hands-on IC
