Quality Analyst / Flex Trainer for Cloud Products Business Development

At Teleperformance Greece, we are seeking a dedicated and dynamic Quality Analyst / Flex Trainer to join our Business Development team. In this role, you will play a key part in promoting cloud computing concepts within a state-of-the-art working environment in Athens, Greece.

As a core member of our team, you will contribute to both the quality analysis and the training efforts that drive operational excellence and customer satisfaction.

Key Responsibilities:

• Analyze data in accordance with defined business rules and procedures to ensure accuracy and compliance.
• Ensure that quality metrics are consistently met by evaluating transaction samples and monitoring continuous process improvement initiatives.
• Conduct training sessions for new hires, answering complex operational queries, and troubleshooting escalated issues.
• Provide training on frequently asked queries and guide teams on leveraging internal resources and the knowledge base effectively.
• Perform agent-level quality monitoring across various transaction types (chats, emails, call recordings), conduct team-level quality analysis, and perform calibration sessions.
• Track team performance, present audit findings to both clients and internal stakeholders, and provide actionable feedback to agents to improve overall quality.
• Collaborate with training teams to develop and implement quality improvement plans tailored to agents.
• Be proactive and maintain a positive attitude, continuously driving improvement processes.

Job Requirements & Experience:

• Proven experience in B2B sales or business development, preferably in the IT sector.
• A degree in business administration or a related field.
• Advanced English proficiency (C1 or above); knowledge of additional languages is a plus.
• Familiarity with Salesforce or other CRM platforms is highly desirable.

What We Offer:

• Complete relocation support to Greece (flight expenses, hotel accommodation, and assistance with housing search).
• Referral Program: Earn great bonuses for referring friends to join the team!
• Health care benefits and a wide range of employee discounts.
• Full training provided by certified instructors.
• Opportunities for professional growth and development within a global company.
• Participation in special events and community & social responsibility initiatives.
• Optional free online Greek language courses.
• Access to state-of-the-art facilities that include relaxing break areas and a fantastic working environment.

Work Location & Model: This is an onsite role based in Athens, Greece.