Call Center Quality Analyst

Call Center Quality Analyst

Adecco HR is the global leader in HR services, certified in Greece with ISO 9001:2015 in the field of search and selection services and temporary placement. Adecco is currently seeking on behalf of its client for a dynamic professional to cover the following position in Athens:
Call Center Quality Analyst
🔹 What you'll do:

• Provide real-time support to contact center agents dealing with customers, guiding them to convey the appropriate information
• Act as a liaison between Operations, Business Workflow & Content Team to identify & communicate improvements or additions to the Info Portal for better support of contact center agents
• Use call & chat recording system to compile and track team and individual performance
• Conduct call & chat calibration sessions for agents, providing feedback to supervisors & team leaders
• Fulfill other duties as assigned related to proper call/chat handling, such as managing service requests, tickets, or activities
• Monitor closely t-NPS negative evaluations from customers, particularly hard detractors, and propose methods to decrease them

🔹 What we are looking for:

• Bachelor’s degree
• At least 1+ years of experience in quality analysis
• Solid computer skills, especially MS Excel
• Excellent verbal and written communication skills both in Greek and English language
• Exceptional presentation skills 
• Excellent analytical and critical thinking skills
• Customer oriented, patient and positive attitude

🔹 The Company Offers:

• Friendly and challenging working environment
• Opportunities for further development
• Competitive remuneration package with a performance-driven bonus structure
• Hybrid working model

After the screening of the CVs, we will contact the candidates who meet the profile’s requirements to arrange an interview.

For more job openings please visit our website and register your CV in our database to be eligible for current or future job openings. It is highly recommended to use Google Chrome when registering your CV in the Adecco database.

All applications are considered as strictly confidential.