Hungarian Customer Service Quality Analyst - Athens

speakit; Kentucky; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Relocation package

Private medical plan

Wellness perks

Training budget

Certification subsidies

Progression paths

Performance-based incentive bonus

Job summary

Unknown Client is seeking a Hungarian-speaking Customer Service Quality Analyst to join their operations team. The role involves evaluating customer interactions across calls, emails, and chats in Hungarian and delivering actionable feedback to drive continuous improvement.

Responsibilities include monitoring interactions, identifying gaps, coaching advisors, and preparing performance reports while ensuring compliance with policies and quality standards.

Qualifications

• Native or C1/C2 proficiency in Hungarian with fluent English skills (written and verbal).
• Strong knowledge of CX KPIs, quality frameworks, and audit methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Proficiency in CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and MS Excel/Google Sheets for reporting.
• Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.
• Ability to work independently, manage tight deadlines, and prioritize workload effectively.

Responsibilities

• Monitor and evaluate customer service interactions to assess compliance with quality guidelines and procedures.
• Identify service gaps, process inefficiencies, and training needs across the customer support team.
• Provide constructive feedback and coaching to customer service advisors in collaboration with team leaders.
• Maintain quality calibration standards by participating in weekly calibration sessions with management and key stakeholders.
• Prepare detailed performance reports and trend analyses for project leadership.
• Ensure accurate implementation of regulatory and internal compliance policies in all customer communications.
• Recommend workflow enhancements and best practices to optimize customer experience and operational efficiency.

Skills

Hungarian proficiency

English proficiency

Analytical thinking

Problem solving

Active listening

Time management

Independent work

Tools

Zendesk

Salesforce

MS Excel

Google Sheets

Job description

On behalf of our client, a leading international organization, we are seeking a analytical and communicative Hungarian-Speaking Customer Service Quality Analyst to join their operations team. In this role, you will be responsible for evaluating customer interactions across phone, email, and chat channels in Hungarian, ensuring high-quality service delivery, compliance with operational standards, and providing actionable feedback to drive continuous team improvement.

Key Responsibilities:

• Monitor and evaluate customer service interactions (calls, emails, live chats) to assess compliance with quality guidelines and company procedures.
• Identify service gaps, process inefficiencies, and training needs across the customer support team.
• Provide constructive feedback and coaching to customer service advisors in collaboration with team leaders.
• Maintain quality calibration standards by participating in weekly calibration sessions with management and key stakeholders.
• Prepare detailed performance reports, key quality metrics (CSAT, QA scores), and trend analysis for project leadership.
• Ensure accurate implementation of regulatory and internal compliance policies in all customer communications.
• Recommend workflow enhancements and best practices to optimize customer experience and overall operational efficiency.

• Native or C1/C2 proficiency in Hungarian with fluent English skills (written and verbal).
• Strong knowledge of Customer Experience (CX) KPIs, quality frameworks, and audit methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Proficiency in CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and MS Excel/Google Sheets for reporting.
• Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.
• Ability to work independently, manage tight deadlines, and prioritize workload effectively.

• Competitive remuneration package.
• Performance-based incentive bonus.
• Complete relocation package (booked flights, temporary hotel stay, and local paperwork assistance).
• Private medical plan and wellness perks.
• Dedicated training budget, certification subsidies, and progression paths.