Quality Evaluator Polish & English

Job Title: Quality Evaluator Polish & 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 Polish (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), Polish (Required)