Quality Evaluator Italian & English

Job description

Job Title: Quality Evaluator Italian & English Job Description Help Shape Exceptional Customer Experiences Are you passionate about quality, coaching, and continuous improvement? Do you have a keen eye for detail and enjoy turning insights into action? We are looking for a Quality Analyst to join our growing team and support one of the world's leading global brands. In this role, you'll play a critical part in enhancing customer experience by monitoring performance, identifying opportunities for improvement, and partnering with operational teams to drive quality excellence. What You'll Be Doing As a Quality Analyst, you'll be responsible for evaluating customer interactions and ensuring service delivery consistently meets client and business expectations. Key Responsibilities Monitor and evaluate customer interactions across calls, email, and chat channels Conduct quality assessments against established standards and KPIs Deliver actionable feedback and insights to support operational improvement Participate in calibration sessions with Operations, Quality teams, and client stakeholders to ensure scoring consistency Analyse trends, identify performance gaps, and recommend improvement initiatives Support internal quality audits and process reviews Collaborate with Training and Operations teams to improve customer experience and business performance Maintain a strong understanding of client products, services, and program objectives Contribute to quality documentation, scorecards, and best practice frameworks Support key business metrics, operational targets, and continuous improvement initiatives What We're Looking For Essential Requirements Fluency in Italian (C1) & English (C1) Previous experience within Quality Assurance, Quality Monitoring, Customer Experience, or Contact Centre Operations Strong analytical mindset with excellent attention to detail Ability to identify trends and translate findings into actionable recommendations Experience working with performance metrics and quality frameworks Strong stakeholder management and communication skills Ability to manage multiple priorities in a fast-paced environment Proficiency in Microsoft Office, including Excel and PowerPoint Preferred Qualifications Associate's Degree or equivalent education 3-5 years of experience in Quality, Customer Experience, Contact Centre, BPO, or Operational Excellence environments Experience supporting multilingual customer service or sales operations Knowledge of quality auditing methodologies and calibration processes Why Join Us? Work with a globally recognised client International and multicultural working environment Career growth and development opportunities Ongoing training and professional development Dynamic and collaborative team culture Competitive salary and benefits package Relocation support available Location Athens, Greece On-Site Role Ready to Elevate Quality Standards? Join us and help create exceptional customer experiences while developing your career in a fast-growing international environment. Apply today and become part of a team where quality drives success. Location: GRC Athens - Ilia Iliou 51 Language Requirements: English (Required), Italian (Required) Time Type: