Quality Analyst - Greek - Porto
Quality Analyst - Greek - Porto
Posted on :
07-10-2024
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1 Vacancy
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Job Description
Position: Quality Analyst
Location: Porto Portugal
Employment type: Fulltime
DUTIES AND RESPONSIBILITIES:
- Monitor transactions between Customer Service Representatives and customers across various channels to identify areas for improvement
- Apply the best QA standards consistently to ensure project quality and identify operational risks suggesting internal controls to mitigate risks
- Detect potential fraud security issues and nonconforming situations ensuring they are reported and addressed promptly
- Provide insightful information to the Business Quality Analyst to enhance project performance
- Identify training needs for CSRs and participate in calibration
- Support end customers through inbound and outbound calls emails and other communication channels as needed
- Collaborate with other departments to maximize results and contribute to the companys success
- Be actively involved in continuous improvement initiatives
- Ensure compliance with all internal processes policies and regulations
- Communicate any known violations of company policies and procedures to leadership immediately.
REQUIREMENTS:
- Native/fluent in Greek both verbal and written. Fluent in English
- Bachelors degree or equivalent
- Previous call center / BPO experience is highly desirable
- Proficiency in Microsoft Office Suite (Excel Word PowerPoint) and a solid understanding of contact center business and trends
- Six Sigma Yellow Belt certification will be considered as an advantage
- Strong communication skills customer orientation judgment diversity awareness and a resultsdriven mindset
- Analytical and detail oriented.
BENEFITS:
- Excellent remuneration package based on experience skills and performance
- Be part of a dynamic multilingual multicultural and creative team with positive and friendly atmosphere
- Guidance and tools to reach your full potential
- Opportunity to play a critical role in quality assurance within a dynamic contact center environment
- Involvement in innovative projects and initiatives aimed at improving operational efficiency and quality
- Work in a diverse and inclusive environment with the chance to collaborate across departments
- Exposure to global client projects and participation in impactful strategic decisions.
Employment Type
Full Time
Key Skills
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