Czech speaking Quality Analyst - Athens, Greece
Foundever
- Αθήνα
- Μόνιμη
- Πλήρης Απασχόληση
- Monitoring CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls
- Providing appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)
- Attending and participating in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring
- Reporting script problems or questions to appropriate areas
- Assisting clients in monitoring specific programs as needed
- Communicating with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals
- Making monthly call monitoring plan and executing this plan. Keeping track of what has been achieved
- Providing relevant information for Monthly Quality Report
- Providing feedback to training department about issues arising from monitoring which have to be picked up when new agents are going to be trained
- Acting at least half a day per week as CSR to keep up experience
- Participating in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs
- Native or proficient level in Czech (C2 mandatory)
- Good level of English (at least B2) both verbal and written
- Ability to give constructive feedback to CSRs which lead to performance improvement
- Excellent verbal and written communication skills
- Logical and objective approach to call assessment
- Effective time management
- Ability to organize and prioritize, set priorities and multi-task
- Must hold EU citizenship or valid work permit for Greece
- Be a local candidate or willing to relocate to historic Athens, Greece
- At least 3 months of Call Center experience is required
- Very competitive wages and stability
- Hybrid model
- Fully paid training
- Permanent contract
- Private healthcare
- Continuous learning/development opportunities
- Competitive career opportunities
- A safe, friendly, diverse, supporting and technological company
- International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
- EverBetter wellness program (Fitness room in our premises & Personal Trainer)
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
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