Quality Evaluator Italian & English

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:

About Us

Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future.
Some call us a global technology and services leader.
But we’re so much more.

Human-centered, tech-powered, intelligence fuelled.
Every day we’re busy helping over 2000 of the world's best brands
solve their toughest business challenges.

Whether it’s……
designing game-changing brand experiences,
building and scaling secure AI technologies,
or building loyalty to drive revenue.

We’ve got them covered. But how?

We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale.

We’re the strategic thinkers who designbrand-defining experiences.
The technologists & engineers who buildsmarter solutions.
And the operational experts who run it all and make it work seamlessly.

By integrating strategy & design with data & analytics, enterprise technology,
and digital operations.
You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.