Dutch Support Quality/Insights Analyst - Work at Home, Greece
Sitel
Athens, Athens, GR
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Dutch Support Quality / Insights Analyst - Work at Home, Greece

Athens, Athens, GR

Dutch Support Quality / Insights Analyst - Work at Home, Greece

Operations

Learn, Lead & Grow. #SitelGreece

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and deliver a competitive edge across all customer touchpoints.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions including self-service, artificial intelligence (AI), automation and data-driven analytics with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Come and work with us.

We are looking for a talented and accomplished Dutch Support Quality / Insights Analyst to be responsible for the performance of the overall Interaction Analytics category design in support of quality processes and leveraging tools to develop solutions for customer care support improvement.

As a Quality Analyst in this project, your daily responsibilities will include :

  • Be responsible for developing queries, evaluating quality, ensuring standardization of external files
  • Lead projects that relate directly to the interaction analytics platform and making recommendations for the betterment of the company
  • Understanding of customer care interaction dynamics, quality processes and has confidence in learning and using new tools
  • Ownership of quality methodology, delivery, and development across the Operations
  • Deliver appropriate feedback on the quality of the service to advisors ensuring adherence to procedures
  • Attend and participate in meetings with Operations to discuss outputs of monitoring
  • Provide relevant information for Monthly Quality Reports
  • Give feedback to the training department about issues arising from monitoring
  • Participate in monthly calibrating sessions to ensure consistency
  • To succeed in the role, you will need to have :

  • Native or proficient level of Dutch (C2)
  • Advanced English level with strong verbal and written communication skills
  • Have the ability and understanding in managing and prioritizing time and projects
  • Understand the organization's business objectives and goals, can analyze recorded audio and audio-based data sets for critical insights
  • Have excellent written and verbal communication as well as presentation skills
  • Have energy and enthusiasm to drive towards results
  • Have good experience with Excel (charts, formulas, macros) and PowerPoint
  • Have Text or Speech Analytics experience (maintaining categories, taxonomies)
  • Have experience with CallMiner, NICE, Verint or other speech analytics package (preferred)
  • Have ability to interpret results and create relevant and effective insights (preferred)
  • Must hold EU citizenship or valid work permit for Greece
  • Gain stability, expand possibilities.

    What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • Possibility to work remotely
  • Very competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture
  • Be bold. Be you.

    Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity.

    You choose where you want to go; we help you get there!

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