Quality Evaluator Italian & English

About this job

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: