Outsourced Contact Center Specialist Ι Quality Assurance & Monitoring

Purpose

As an Outsourced Contact Center Management Specialist , with a focus on Quality Assurance & Monitoring, you will be responsible for seeking a detail-oriented and experienced Quality Assurance & Monitoring Specialist to join the Outsourced Contact Center Management Team, part of Alpha Bank Customer Service Division. Also you will be responsible for evaluating and monitoring customer interactions to ensure consistent adherence to service quality standards across both external and internal contact centers handling inbound banking customer service. The ideal candidate will have a strong background in customer service, hands-on experience in call quality assurance, and a solid understanding of call center performance metrics.
 

What you will be doing

•    Perform call monitoring and evaluations (live and recorded) based on defined quality criteria to assess agent performance across outsourced contact centers.
•    Conduct sample-based checks of customer interactions to identify adherence to scripts, compliance standards, and soft skills (tone, empathy, communication).
•    Provide constructive feedback and insights to vendor quality teams and supervisors, supporting coaching and performance improvement efforts.
•    Identify trends, strengths, and areas for development in service delivery and escalate critical quality issues when needed.
•    Contribute to the development and refinement of quality scorecards, evaluation guidelines, and calibration sessions with vendors and internal stakeholders.
•    Monitor key Call Center KPIs (AHT, CSAT, etc.) and align quality feedback with performance trends.
•    Collaborate with Training and Operations teams to close quality gaps and improve the overall customer experience.

What you need to have

•    A Bachelor's degree in Business, Communication, or a related field.
•    At least three (3) years of experience in a Call Center environment, with proven exposure to customer service and quality monitoring practices.
•    Strong knowledge of Call Center metrics and how quality monitoring supports customer satisfaction and operational goals.
•    Experience with quality monitoring tools and platforms, and the ability to conduct structured evaluations and reporting.
•    Excellent communication skills (written and verbal) in both Greek and English.
•    High attention to detail, analytical mindset, and ability to work independently.
•    A collaborative approach and the ability to provide objective, balanced feedback.