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.
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