The main responsibilities of the role focus on the continuous evaluation of customer experience and the performance of the German‑speaking team through qualitative and quantitative assessments.

Key Responsibilities

• Systematically monitors customer interactions across all service channels of the German‑speaking team (chat, phone, email), ensuring consistently high service quality through the use of Quality Monitoring tools
• Performs qualitative and quantitative analysis of agent performance (e.g., QA scores, CSAT, process adherence)
• Identifies improvement areas and proposes well‑documented recommendations aligned with quality standards, both in terms of communication practices and procedural enhancements
• Detects training needs, recommends corrective actions, and supports initiatives aimed at improving results and ensuring an excellent customer experience
• Regularly communicates quality findings to relevant stakeholders to enable timely and effective action
• Participates in projects related to the improvement of Quality Assurance processes and the overall customer experience strategy

Required Qualifications

• Previous experience in a call center environment
• Excellent command of the German language (C1–C2 level)
• Very good command of Greek, both written and spoken
• Good command of English (B2 level) with relevant certification
• Excellent knowledge of MS Office
• Completed military obligations (for male candidates)
• Strong analytical thinking and problem‑solving ability
• Attention to detail and high accuracy
• Excellent written and verbal communication skills
• Ability to provide structured and constructive feedback
• Ability to work both independently and effectively within a team

Desired Qualifications

• Degree in higher education (University/College/IEK)
• Experience in a Quality Assurance role or in customer service quality improvement
• Experience in creating reports, dashboards, and presentations

Benefits

• Competitive monthly salary and insurance coverage from day one
• Continuous training on products and services
• Career development opportunities in a growth‑oriented environment
• Access to an extensive e‑learning library for skill development
• Corporate mobile plan and preferential telephony packages
• Annual meal voucher
• Additional benefits through corporate partnerships

The submission of résumés is carried out under the candidates’ own responsibility, who are solely accountable for the truthfulness and accuracy of the information and/or documents they provide. By submitting their résumé, candidates acknowledge that the personal data included in it, as well as any other personal information provided to COSMOTE eValue under their responsibility, will be processed exclusively for the purpose of assessing their qualifications for the position for which they have applied, or for any other position for which they are deemed suitable during the evaluation process. The processing is carried out in accordance with the provisions of the General Data Protection Regulation (GDPR) and Law 4624/2019.

Each candidate has the rights to information, access and objection under Articles 13, 14 & 15 of the GDPR regarding the processing of their personal data for this purpose. These rights may be exercised by sending an email to: [email protected]