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Job Description

Help Shape Exceptional Customer Experiences 

Are you passionate about quality, coaching, and continuous improvement? Do you have a keen eye for detail and enjoy turning insights into action? 

We are looking for a Quality Analyst to join our growing team and support one of the world's leading global brands. In this role, you'll play a critical part in enhancing customer experience by monitoring performance, identifying opportunities for improvement, and partnering with operational teams to drive quality excellence.

What You'll Be Doing 

As a Quality Analyst, you'll be responsible for evaluating customer interactions and ensuring service delivery consistently meets client and business expectations. 

Key Responsibilities 

• Monitor and evaluate customer interactions across calls, email, and chat channels 

• Conduct quality assessments against established standards and KPIs 

• Deliver actionable feedback and insights to support operational improvement 

• Participate in calibration sessions with Operations, Quality teams, and client stakeholders to ensure scoring consistency 

• Analyse trends, identify performance gaps, and recommend improvement initiatives 

• Support internal quality audits and process reviews 

• Collaborate with Training and Operations teams to improve customer experience and business performance 

• Maintain a strong understanding of client products, services, and program objectives 

• Contribute to quality documentation, scorecards, and best practice frameworks 

• Support key business metrics, operational targets, and continuous improvement initiatives 

What We're Looking For 

Essential Requirements 

• Fluency in Italian (C1) & English (C1) 

• Previous experience within Quality Assurance, Quality Monitoring, Customer Experience, or Contact Centre Operations 

• Strong analytical mindset with excellent attention to detail 

• Ability to identify trends and translate findings into actionable recommendations 

• Experience working with performance metrics and quality frameworks 

• Strong stakeholder management and communication skills 

• Ability to manage multiple priorities in a fast-paced environment 

• Proficiency in Microsoft Office, including Excel and PowerPoint 

Preferred Qualifications 

• Associate's Degree or equivalent education 

• 3-5 years of experience in Quality, Customer Experience, Contact Centre, BPO, or Operational Excellence environments 

• Experience supporting multilingual customer service or sales operations 

• Knowledge of quality auditing methodologies and calibration processes 

Why Join Us? 

• Work with a globally recognised client 

• International and multicultural working environment 

• Career growth and development opportunities 

• Ongoing training and professional development 

• Dynamic and collaborative team culture 

• Competitive salary and benefits package 

• Relocation support available 

Location 

• Athens, Greece 

• On-Site Role 

Ready to Elevate Quality Standards? 

Join us and help create exceptional customer experiences while developing your career in a fast-growing international environment. 

Apply today and become part of a team where quality drives success. 

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