Quality Analyst with Hebrew and English

As a Quality Analyst with Hebrew and English in Sofia, Bulgaria, you will be a part of a great team and all together will:

• Monitor and audit transactions performed by frontline team members against internal and/or external quality assurance requirements to deliver excellent customer experience
• Ensure that transaction monitoring goals and requirements are met
• Create and update Customer Experience reports for the account by retrieving and updating the respective files and data
• Maintain the files updated for accurate analysis and process improvement / innovation
• Review and analyze data that affects Customer Experience
• Actively participate during calibration discussions to ensure alignment with business customer experience data, and coaching methodology
• Comply with audits established by the CE Team Lead to provide immediate findings to the Operations and Training departments
• Raise questions to the market point of contacts for further clarification and spread the knowledge to frontline team members and internal teams
• Manage quality escalations process and root cause analysis

We are looking for someone with:

• Experience: 1+ years in a quality and/or customer experience-related role
• Fluent in spoken and written Hebrew
• B2 or higher in English language
• Experience in analysis and working with dataset
• Proficiency in MS Office Suite / Google Suite
• Familiarity with internet applications and troubleshooting

What you will get:

• Fully paid training
• Stable job and career development opportunities
• Attractive salary
• Additional health insurance
• 50+ benefits and services to choose from
• Positive international working environment