Quality Analyst - Greek - Porto

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.