Portugal Job Openings
JUJUR
Quality Analyst - Greek - Porto
Porto
FULL TIME
October 7, 2024
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, Power Point) 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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