Polish Customer Service Quality Analyst - Athens

speakit; Kentucky; Presencial; USD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive remuneration package

Performance-based bonus

Complete relocation package

Private medical plan

Training budget & certifications

Progression paths

Descripción de la vacante

speakit is seeking a Polish-Speaking Customer Service Quality Analyst to join its operations team. You will evaluate customer interactions in Polish across calls, email, and chat, ensuring adherence to quality standards.

The role emphasizes feedback, coaching, and continuous improvement, focusing on CX KPIs, QA scores, and regulatory compliance. Relocation package is offered.

Formación

• Native or C1/C2 proficiency in Polish and fluent English required.

Responsabilidades

• Monitor and evaluate Polish-language customer service interactions (calls, emails, live chats) for quality and compliance.
• Identify gaps, process inefficiencies, and training needs across the support team.
• Provide feedback and coaching to customer service advisors with team-lead collaboration.
• Participate in calibration sessions to maintain quality standards.
• Prepare reports and trend analyses on CSAT, QA scores, and performance.
• Ensure compliance policies are accurately reflected in customer communications.
• Suggest workflow improvements to enhance customer experience and efficiency.

Conocimientos

Polish language proficiency

Analytical thinking

Problem solving

Active listening

Emotional intelligence

Communication skills

Herramientas

Zendesk

Salesforce

MS Excel/Google Sheets

Descripción del empleo

On behalf of our client, a leading international organization, we are seeking a analytical and communicative Polish-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 Polish, 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) in Polish 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 Polish 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.