David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard Greek speaking Quality Analyst for their Porto offices. 

Position: Quality Analyst

Location: Porto, Portugal

Employment type: Full-time

Remuneration: Base salary.

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 verbbal and written. Fluent in English 
• Bachelor's degree or equivalent 
• Previous call centre / 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.