Position: Quality Analyst Location: Porto, Portugal Employment type: Full-time 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 company's 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 Bachelor's 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 results-driven 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. #J-18808-Ljbffr