Chat ofertas em Itália

Job Title: BPO Analyst – Call/Chat/Email Audit Process (Greek Language Speaking)

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Type: Full-time

Vertical: Digital

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Summary

We are seeking a detail-oriented and analytical BPO Analyst for the Call/Chat/Email Audit Process. The role involves monitoring and evaluating customer interactions across multiple communication channels to ensure quality, compliance, and excellent customer service. The successful candidate will provide actionable feedback and recommend process improvements to enhance service efficiency. Candidates must have at least CEFR C2 level proficiency in Greek.

Responsibilities

1. Quality Audits & Compliance: Monitor and assess call/chat/email interactions to ensure adherence to company policies, compliance standards, and quality guidelines. Identify service gaps, communication errors, and training needs to improve overall customer experience. Ensure agents follow data security, privacy policies, and regulatory guidelines.
2. Performance Evaluation: Provide constructive feedback to agents and team leads to enhance service quality. Identify trends and recurring issues in customer interactions and recommend improvement strategies.
3. Process Optimization & Training Support: Collaborate with team lead to suggest quality and coaching materials. Develop and implement best practices for handling customer interactions across voice, chat, and email. Work on process improvements to boost efficiency, reduce errors, and increase customer satisfaction.

Eligibility Requirements

1. Education & Experience: Bachelor's degree in any field.
2. Communication & Attention to Detail: Excellent verbal and written communication skills. Strong problem-solving and analytical thinking abilities. Ability to multitask, work in fast-paced environments, and adapt to changing business needs. Must have at least CEFR C2 level proficiency in Greek.

About eClerx

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or other protected categories, in accordance with applicable law. We are committed to protecting your personal data. Please review our data protection policy.