Portugal Job Openings

JUJUR

Quality Analyst - Greek - Porto

Porto

FULL TIME

October 7, 2024

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, 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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