Greek Quality Analyst - LIS2

About the role

This is a full-time Quality Analyst position in Lisbon, within a pilot support line for a major video streaming service. You will assure the quality of the team by auditing its tickets, identifying weaknesses in customer support and mentoring the team to improve its overall quality.

Key responsibilities

• Work with Quality Assurance Leaders to aggregate, prioritise and report the top issues affecting decision accuracy for the market and workflow
• Inform local teams about the impact of new Content Policies on their work, and give on-the-spot training to auditors on new or changed policies and refresher training on existing ones
• Review audit decision accuracy and escalate inaccurate decisions to find their root causes, especially when policies are new, content is ambiguous or the impact of a wrong decision is large
• Mentor agents on the use of quality tools and systems
• Develop process documentation and collect feedback on the functionality of quality tools

Required profile

• Fluency in Greek (at least C2 level, ideally native)
• B2 level of English
• Availability to work in shifts and on weekends
• Excellent verbal and written communication and interpersonal skills
• Quick learner, adaptable, and able to stay neutral towards alternative video content needing classification

Required skills

• Organisational and time management skills
• Strong attention to detail and accuracy

What we offer

• A pleasant and inspiring working atmosphere
• Professional development and a clear career path
• Training and development opportunities
• Competitive salary and relocation allowance for international candidates