Porto Quality Analyst - Growth & Global Projects

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

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.