Role Overview
As a Quality Analyst, you will play a key role in maintaining and improving service delivery by monitoring performance metrics and ensuring adherence to quality standards. Your insights will help shape strategies that enhance customer experience and operational efficiency.
Key Responsibilities
- Monitor service quality and team performance to uphold customer satisfaction goals
- Maintain clear communication with team members and clients to understand needs and address concerns
- Prepare and deliver accurate, timely reports to management for informed decision-making
- Conduct quality audits and contribute to internal and external calibration sessions
- Develop data-driven strategies to support continuous improvement
- Coach team members to strengthen performance and promote best practices
Qualifications and Skills
A bachelor’s degree is required, along with 1–3 years of experience in a quality-focused role. You should be comfortable working with process documentation and have strong analytical abilities to interpret data and identify trends. Proficiency in MS Office, particularly advanced Excel skills, is essential.
You must be able to thrive in a fast-paced setting, demonstrate initiative in building professional relationships, and work effectively within a team. Clear and constructive verbal and written communication is a must.
Familiarity with Identity and Access Management is a plus but not required.
Benefits and Work Environment
- Fully remote work arrangement based in Bulgaria
- Comprehensive health and life insurance
- Generous annual leave entitlement
- Food vouchers and access to various discounts
- Transportation and utilities allowance
- Competitive compensation and defined career growth path
- Ongoing training and professional development
Confidentiality
All applicant information will be handled in strict confidence in accordance with equal employment opportunity guidelines.
