Quality Evaluator English

Job Title:
Quality Evaluator English

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 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.

Location:
GRC Athens - Ilia Iliou 51

Language Requirements:
English

Time Type: