Quality Analyst (Swedish)

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Swedish speaking Quality Analyst to join their teams in Athens.

Position: Quality Analyst

Location: Athens, Greece

Employment type: Full-time

Remuneration: Base salary.



DUTIES AND RESPONSIBILITIES:

Meet successfully quality call monitoring KPIs per client contract
Develop your knowledge about crucial business objectives, timeframes and all requirement linked with the completion of quality goals and tasks

Assess and improve current key success metrics linked to the quality department operations
Go above and beyond to meet monthly monitor KPIs as part of a team effort
Optimise customer satisfaction scores & trends
Provide constructive feedback to team leads to inform about coaching needs where needed
Make effective recommendations for performance improvement

Provide excellent customer service on a continuous basis
Identify and escalate department issues when appropriate.

REQUIREMENTS:

Native/Fluent in Swedish & Fluent in English (B2), both orally and written
Previous similar experience in a contact centre (BPO) environment is ideal
Sound understanding of our BPO business core values & goal

Excellent interpersonal skills and ability to thrive in a multicultural environment
Display high levels of openness, honesty & empathy when working with people
A genuine passion for customer care

Ability do display high level of integrity & sound judgment
Capacity to handle customer data with strict confidentiality
Ability to multitask as well as a demonstrated capacity to thrive in a dynamic environment
Excellent time management.

High levels of attention to detail and a strong willingness to follow procedures
Full working proficiency with database applications such as MS Office(Excel, Outlook, PowerPoint)
Good knowledge of Oracle, Kronos and/or ability to adapt and learn technology quickly.

BENEFITS:

Excellent remuneration package based on experience, skills and performance
Be part of a dynamic and creative team with positive and friendly atmosphere
Permanent contract
Private health and life insurance
25 days' annual leave per year
Relocation support
Guidance and tools to reach your full potential.