Our client is a multinational Customer Service structure working in the reinforcement of its Quality Assurance team. The Quality Analyst (QA) is responsible for monitoring transactions between CSR´s and Customers (Voice, Email, Chat,Click-to-Call, Social Media or other channels) to identify and suggesting opportunities for improvement needs in the projects in order to help the company meet our client's expectations concerning CSR´s and project performance. Description Findings identification that allow the improvement of CSR' and operational results; Apply BEST QA Requirements; Identify risks in the projects and suggest ways of internal control to mitigate the associated risks; Identify potential fraud and security related issues: short calls, authentication, tools, sales, referrals; Provide valuable information about the project to the Business Quality Analyst (BQA); Delivery productivity; Identify training needs; Reporting of nonconforming situations; Participation in calibrations sessions; End Customers support through calls (inbound and outbound) and other channels (chat, e-mail,click to call, back office...); Be a true team member of the group - focused in the success of the company; Interaction with other departments in order to improve and or maximize results; Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions); Ensure all processes, procedures and policies are fulfilled, including but not limited to limited to GDPR - General Data Protection Regulation, GECSP - Global Essential Compliance, Information Security Policies, HR, etc.; Communicate to leadership any known infractions of these Corporate Policies and procedures immediately. Profile Bachelor degree or Graduate (preferentially); +2 years' experience in Contact Center - preferential. Jump! Program (preferential in case of an internal promotion); Fluency in English and G erman or Greek; Training to be given: BEST QA Training;Other BEST Processes or TOPS - preferential; Six Sigma Yellow Belt. Working knowledge of Microsoft Office Suite (Excel, Word, Power Point);Understands contact center business and trends. Achievement oriented; Communication skills; Customer oriented; Diversity orientation. Job Offer A great opportunity for professional growth! Quality Analyst; QA; Contact Centre; German; Greek; Customer Service; CS
