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DESCRIPTION
Location: Athens, Greece
Role: Swedish speaking Quality Analyst
Salary: 1400 EUR gross p/m (paid 14x p/a) plus 100 EUR meal vouchers p/m plus 10% bonus potential
Hours: 40 hrs per week rotational
Relocation package: flight to Athens, 4 weeks accommodation on arrival plus assistance in finding a place to live
Join a Global Leader in Customer Experience – Right from the Heart of Athens
Our client is not just another company - they're a powerhouse in customer experience, working with some of the world’s biggest and most exciting brands. From tech and fashion to travel and gaming, they deliver smart, scalable support that keeps customers happy and businesses thriving. Based in vibrant, sun-soaked Athens, they’ve built a buzzing, multicultural workplace where ideas flow freely and no two days are the same! Whether it’s customer support, tech help, or digital engagement, their teams are at the forefront of innovation - and they’re always on the lookout for new talent to grow with them. Here, it’s not just about the job - it’s about building a career. With a real focus on personal development, well-being, and a culture that values collaboration and creativity, you’ll be empowered to bring your full self to work and make an impact from day one.
The Role
We are seeking a highly skilled and detail-oriented Swedish-speaking Quality Analyst to support employee development through coaching initiatives while ensuring adherence to quality standards. This role is pivotal in monitoring procedures, identifying areas for improvement, and driving operational excellence.
Responsibilities
- Evaluates Customer Service Representatives (CSRs) by monitoring, reviewing, and assessing calls to ensure quality standards are met.
- Provides constructive feedback to CSRs on their service performance, focusing on adherence to procedures, scripts, and best practices.
- Enhances service quality by coaching employees on soft skills, product knowledge, and system navigation to improve the overall caller experience.
- Collaborates with supervisors and team managers to discuss performance insights, share monitoring outcomes, and implement improvements.
- Conducts targeted training sessions and develops action plans to address skill gaps and enhance service delivery.
- Identifies training needs by assessing employee strengths and areas for development.
- Develops and maintains training materials, including classroom handouts, instructional guides, and reference manuals.
- Facilitates structured learning sessions and ensures training content aligns with business objectives..
- Delivers training courses and ensures employees effectively apply newly learned skills in their daily tasks.
- Regularly reviews and updates training programs to reflect procedural changes and business needs.
REQUIREMENTS
We are looking for candidates who have:
- Fluency in Swedish and English
- Previous experience as a quality assurance analyst desired or min 9 month call centre agent experience
- Excellent communication skills, both verbal and written.
- Effective time management and organizational abilities.
- Ability to deliver constructive feedback that drives continuous performance improvement among advisors