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The role is open in various locations such as Sofia, Plovdiv, Varna, Ruse and Burgas.

We are seeking a highly motivated and technically skilled Business Analyst to join our team, with a focus on supporting and enhancing customer experience programs through SaaS platforms. The ideal candidate will be platform agnostic, with experience or interest in working across platforms like Medallia and Qualtrics.

This role demands a deep technical understanding, strong communication skills, and the ability to drive results independently while collaborating with both internal and client stakeholders. You will play a critical role in ensuring technical excellence, resolving escalations, and supporting platform delivery and configuration.

To keep it short, below are some key responsibilities:

• You will serve as a technical expert with deep knowledge of partner platforms and systems

• Confidently address client technical queries

• You will identify scope and technical dependencies to ensure seamless integration and delivery

• You will manage technical documentation on the program, including specifications and configurations

• Ensure the technical integrity and quality of CX programs across SaaS platforms

• Oversee and/or run all platform configurations to meet client requirements

• You will lead technical investigations at the client or PM’s request or in response to quality incidents

• You will manage and prioritize technical escalations, ensuring swift resolution

• Train and upskill junior analysts, fostering growth within the team

• Lead Discovery Workshops across IT, Reporting, and Survey domains to gather technical and business requirements

• You will manage discrete scope elements or workstreams, driving them to successful completion

• You will develop and execute quality plans, conduct QA testing, and will manage overall quality assurance for the account

• You will collaborate across teams to design, configure, and optimize CX platform solutions

• You should use JavaScript, HTML, or CSS to implement technical customizations as needed

• You will translate business needs into technical requirements and solutions.

• You will manage and prioritize multiple tasks efficiently under tight deadlines.

Technology Stack Used & Required Knowledge:

• Minimum required experience 3+ years in similar role

• Proven experience with SaaS platforms, ideally in customer experience technologies (Medallia and/or Qualtrics are a strong plus)

• Strong knowledge of partner system architecture and platform integration.

• Familiarity with JavaScript, HTML, or CSS for technical customizations.

• Very good computer skills – MS Office

The Rest of the qualities, you know them:

• Fluent in English – verbal & written

• Ability to work independently, demonstrating high-level organizational and execution skills

• Strong analytical, problem-solving, and time management skills.

• Proactive mindset and eagerness to take ownership of technical delivery and client satisfaction

• Very good attention to detail and meeting deadlines

Benefits:

• Certification

• Career Counselling

• 30 day paid vacation

• Flexible home office policy

• Options to buy shares

• Luxury health & dental insurance

• Food vouchers

• Multisport cards

• Employee Assistance Program

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