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Quality Assurance Analyst at Exclaimer. . Location: Sofia, Bulgaria. When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture.. . Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive.  . . We’re officially Great Place To Work Certified™. . Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work.  See our accreditations to learn more: . Great Place to Work® UK . | Great Place To Work® USA. .  . . About the opportunity 👇. The Quality Assurance Analyst will play a critical role in ensuring the consistency, accuracy and quality of customer support interactions across Customer Operations, with a strong focus on technical correctness and customer outcome efficacy. Working across all customer teams but rooted in a SaaS technical support environment, this role requires engineer level understanding of troubleshooting, Microsoft ecosystems, and technical workflows. Through high volume QA audits (typically around 10% of total contact volume, adjusted based on performance and tenure), the QA Analyst will generate deep insight into behaviours, process adherence and the outcomes customers actually receive..  . . Alongside day to day auditing, they will own core elements of operational reporting, Auto QA oversight and continuous improvement. They will work closely with the relevant stakeholders to ensure QA findings translate into actionable change, accurate documentation and targeted training. This is a hands on role for someone inquisitive, analytical and comfortable working in a data heavy technical environment..  . . Key responsibilities. . Quality Assurance Execution.  . . . Conduct structured QA audits across all customer teams, with a particular focus on Tech Support, reviewing tickets, troubleshooting steps, case notes, call recordings and chat transcripts..  . . Work to a high volume sampling approach, typically reviewing around 10% of total contacts, while adapting QA frequency based on a risk model that considers factors such as performance and tenure..  . . Assess technical accuracy, adherence to troubleshooting standards, and quality of customer experience..  . . Evaluate customer outcome efficacy, asking not only whether the documented process was followed but whether the outcome was genuinely the right one for the customer..  . . Contribute to the development and refinement of QA scorecards to ensure they remain relevant, fair and aligned with service expectations..  . . Maintain objectivity and fairness through regular calibration sessions with the QA Manager and Customer leadership..  . . Provide clear, constructive and unambiguous feedback that is actionable, supportive and aligned to behavioural expectations.  . . . Auto QA & LLM Oversight.  . . . Support the implementation and ongoing management of the Auto QA system..  . . Ensure automated scoring models target the correct interactions, apply criteria accurately and operate without bias..  . . Handle appeals or challenges raised by agents or managers on Auto QA outcomes..  . . Own the day-to-day LLM configuration for QA, working with the QA Manager to improve accuracy, reliability and transparency..  . . Support the Quality Manager to identify where Auto QA can reduce manual effort and where human review remains essential..  . . . Insight, Reporting & Stakeholder Support.  . . . Own and maintain QA reporting, producing weekly summaries, monthly insight packs and ad hoc deep dives..  . . Build and enhance dashboards that provide visibility of quality, performance patterns and customer outcome trends..  . . Combine QA data with operational metrics, customer sentiment and complaints trends to provide joined up insight..  . . Work closely with the Customer Insights Analyst to ensure themes are understood, sized and connected to the wider customer journey..  . . Partner with the Training Manager to ensure QA insights translate into targeted training, refreshers and role specific development..  . . Enable managers to act on QA data by explaining trends, priorities and underlying causes with clarity..  . . . Continuous Improvement.  . . . Own small scale local process improvements identified through QA work..  . . Provide root cause analysis on recurring QA themes, using insight to influence process, documentation or workflow changes..  . . Feed systemic or cross functional issues into Continuous Improvement workstreams, partnering with Business Operations and Customer Insights..  . . Suggest refinements to QA frameworks, sampling strategies and audit approaches to keep them effective and aligned with business needs..  . . . Documentation, systems, and tools. . . Work with the Customer Insights Analyst to ensure customer journeys, SOPs and process maps reflect current reality..  . . Flag inconsistencies during QA reviews and work with stakeholders to resolve gaps or reduce ambiguity..  . . Provide insight into where documentation fails to produce the right customer outcomes, informing updates or training..  . . Administer and oversee the incentive mechanisms, ensuring fairness and alignment with performance outcomes..  . . Contribute to the development of QA dashboards and tools that make results transparent and actionable..  . . Maintain proficiency across support platforms (e.g. Salesforce, Zendesk) and internal reporting tools..  . . .  . . Skills, knowledge, and expertise. . . Proven experience in quality assurance within a technical support, SaaS or operational support environment..  . . Technical knowledge suitable for engineer level QA of troubleshooting and Microsoft based environments..  . . Inquisitive and analytical mindset with a strong eye for patterns, behaviours and root causes..  . . High attention to detail and consistent delivery of accurate assessments..  . . Confident communicator able to translate QA findings into clear, actionable insights..  . . Comfortable working independently in a scaling environment where processes evolve quickly..  . . Proficiency in CRM/support platforms and strong data skills (Excel, dashboards, performance tools)..  . . Knowledge of quality assurance frameworks.  . . Experience supporting or contributing to Continuous Improvement initiatives..  . . Familiarity with QA dashboards or reporting tools.. . Knowledge of quality assurance technologies..  . . At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you. . . Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever you're based, you'll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond.. .  . . At Exclaimer, inclusion is more than a policy - it’s part of who we are.. . We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it.  If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via . [email protected]. to let us know.. .