Join us as a Quality analyst in Porto

Cross Border Talents; Porto; On-site; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Multilingual team

Professional development

Global client projects

Porto city location

Job summary

Cross Border Talents is seeking a Quality Analyst to join our Porto team and help elevate service quality across channels.

You will monitor interactions between Customer Service Representatives and clients, implement QA standards, identify risks, and collaborate with the Business Quality Analyst to drive performance improvements.

Fluency in English and Greek is preferred, Six Sigma Yellow Belt is a plus, and you will thrive in a multilingual, fast-paced environment based in Porto.

Qualifications

• Fluent in Greek and English.
• Experience in call centers/BPOs is advantageous.
• Solid understanding of Microsoft Office Suite and contact center trends.
• Six Sigma Yellow Belt certification is a plus.
• Strong communication, analytical and problem-solving skills.

Responsibilities

• Monitor interactions between Customer Service Representatives and clients across platforms.
• Implement QA standards to ensure high-quality service delivery.
• Identify risks (fraud/security) and propose proactive solutions.
• Collaborate with the Business Quality Analyst to drive performance improvements.
• Mentor and train Customer Service Representatives by identifying skill gaps.
• Participate in continuous improvement initiatives to optimize processes.
• Ensure compliance with company policies.

Skills

Greek language

English language

Communication

Analytical

Problem-solving

Education

Six Sigma Yellow Belt

Tools

Microsoft Office Suite

Job description

About the job Join us as a Quality analyst in Porto

Join Us as a Quality Analyst in Porto, Portugal

Looking to take your career to the next level in one of Europes most vibrant and historic cities?

We're hiring a Quality Analyst to be part of our dynamic, multicultural team based in Portoa city known for its stunning architecture, world-class wine, and rich cultural heritage.

Why Porto? Not only will you be working in a fast-paced, innovative environment, but youll also enjoy the perks of living in Porto, a coastal city bursting with life. Imagine strolling by the Douro River, tasting the finest Port wine, and experiencing the warmth of the local community, all while contributing to exciting global projects!

Your Key Responsibilities:

• Monitor and assess interactions between our Customer Service Representatives and clients across various platforms.
• Implement best-in-class Quality Assurance standards to ensure exceptional service delivery.
• Identify potential risks, such as fraud or security issues, and recommend proactive solutions.
• Collaborate closely with the Business Quality Analyst to provide insights that drive performance improvements.
• Be a mentorhelp train and develop Customer Service Representatives by identifying skill gaps.
• Participate in continuous improvement initiatives to help optimize our processes.
• Ensure compliance with company policies, making sure everything runs smoothly and efficiently.

What Were Looking For:

• Candidates fluent in Greek and highly proficient in English.
• Previous experience in call centers/BPOs is highly advantageous.
• A solid understanding of Microsoft Office Suite and contact center trends.
• Certification in Six Sigma Yellow Belt is a plus.
• Strong communication, analytical, and problem-solving skills.

What We Offer:

• A competitive salary based on your skills and experience.
• Be part of a multilingual, creative, and inclusive team with a friendly atmosphere.
• Professional development opportunities to grow and reach your full potential.
• Exposure to exciting global client projects and participation in strategic decisions that shape our companys future.
• Enjoy working in the heart of Portoa city that blends old-world charm with modern innovation.

Ready to thrive in a role that blends challenge, collaboration, and career growthall while living in one of Europes most picturesque cities?