Estonian speaking Quality Analyst - Athens, Greece

SYKES
Εργολάβος Γεμάτη μέρα
Αθήνα
Req ID#: 375606

Athens, Athens, GR

Job Description

About Foundever

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

We are looking for a talented and accomplished Estonian speaking Quality Analyst to enhance the competencies of individual employee’s coaching programs and be responsible for monitoring procedures and identifying improvements or non-conformity issues.

As a Quality Analyst Your Daily Responsibilities Will Include

  • 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

To succeed in the role, you will need to have:

  • Native or proficient level in Estonian ( 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

Experience

  • At least 3 months of Call Center experience is required

Go further with Foundever

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • 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)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.

As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.

We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.

Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.

Follow us.

Job Segment: Social Media, Call Center, Marketing, Customer Service, Quality

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