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
Show the full description
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
