Quality Evaluator German & English

Job Title:

Quality Evaluator German & 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 German (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), German (Required)

Time Type: