Workster is working with a leading Outsourcing/BPO consultancy and looking for a Greek Quality Analyst to join their expanding Team in Porto. Their client is the archetype of the “Beauty Pure Player” – nothing but Beauty, for all types of Beauty – and their unique expertise acquired over 110 years, allows them to understand, in extreme detail, the desires and aspirations of consumers all around the world.

Your Role

  • Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls.
  • Provides 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)
  • Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss
    outputs of monitoring
  • Reports script problems or questions to appropriate areas
  • Assists our client in monitoring specific programs as needed
  • Communicates with supervisors on program changes, and communicates CSR actions to supervisors for
    performance appraisals
  • Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved
  • Provides relevant information for Monthly Quality Report.

Your Qualifications

  • Native level Greek spoken and in written (mandatory)
  • Advanced level of English (at least C1) both verbal and written
  • Based in Porto or willing to relocate
  • BPO experience is essential
  • Strong verbal and written communication skills
  • Good organization / time management skills
  • Ability to work with a variety of people from diverse backgrounds
  • Ability to make fair and consistent judgments and decisions
  • Ability to solve problems and offer suggestions
  • Effective project management
  • Ability to adhere to all organizational policies and procedures
  • Ability to give constructive feedback to CSRs which lead to performance improvement
  • Counselling skills
  • Ability to organize, prioritize and multi-task

The Offer

  • Relocation support with flight costs reimbursement and a private room in a company apartment
  • Temporary contract for 12 months, Permanent after 2 years.
  • Support of employees experienced in helping relocating colleagues
  • Schedule 40h per week between Monday to Saturday, 08h-20h
  • Free Portuguese classes
  • Water sport activities, soft trekking and more
  • A dynamic and creative team with positive and friendly atmosphere
  • 22 days of holiday
  • Private health insurance
  • Yearly flight home sponsored