Quality Monitoring Analyst

We are looking for an enthusiastic Quality Monitoring Analyst to join our Customer Service team in Athens. The successful candidate will ensure objectives are being met so that the company maintains operations at an optimal level.

More specifically, as Quality Monitoring Analyst, you will:

• Ensure that representatives are delivering a high level of customer service by call driver analysis and other data consolidation tools;
• Partner with CS teams, to coordinate and execute strategies for quality monitoring;
• Evaluate recorded customer calls and online e-mail/chat responses of Customer Care and score against published Service Standards;
• Verify that agents are providing accurate solutions to customers;
• Review timely fulfillment of customer requests and ensure compliance with company’s policies and procedures;
• Collaborate with supervisors with regular performance feedback on the agents;
• Develop personalized coaching plans;
• Facilitate coaching sessions with agents to aid their performance;
• Track, analyze and report customer complaints;
• Analyze trends and provide relevant insight to CS teams, such as department metrics, system or process efficiencies;
• Participate in the design of quality monitoring forms and quality standards;
• Conduct calibration sessions with supervisors and management teams;

To be considered you should have:

• Minimum of 2 years of experience performing quality assurance in a contact center environment;
• Excellent use of the Dutch and English language (knowledge of the Greek language will be considered as a plus);
• Experience in developing and implementing QA programs highly preferred;
• Strong written and verbal communication skills;
• Exceptional listening and analytical skills;
• Proficient in Word, Excel and PowerPoint for presentations and reports required;
• Experience in Payments sector will be highly appreciated

What we offer:

• Competitive salary package and bonus
• Career & competencies' development
• Modern workspace environment
• Private medical & life insurance