Offer summary

Qualifications:

Fluency in Greek at least C2 level, preferably native speaker., B2 level of English proficiency., Excellent communication and interpersonal skills., Strong attention to detail and organizational skills..

Key responsibilities:

Auditing support team tickets to ensure quality and consistency.

Providing training and feedback to support agents on content policies.

Reporting and analyzing issues impacting decision accuracy.

Mentoring team members and developing process documentation.

Job description

Recently, we have seen streaming companies and websites taking viewers from classical TV into new services and devices. This project is a pilot of a new support line for one of these services - the best-loved video streaming website in the world.

You will be responsible for assuring the quality of this team, performing audits on the team’s tickets, figuring out weak points in the support given to customers and mentoring the team to improve their overall quality.

Responsibilities

Works closely with Quality Assurance Leaders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the team’s current work.
Delivers “on-spot” training to auditors on new or changing Content Policies as well as “refresher” trainings on existing Content Policy
Audits decision accuracy and actively reviews decision accuracy audits to ensure consistency and alignment with internal standards and policies
Manages investigations of escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
Mentors’ agents on the use of quality tools and systems
Develops process documentation and aggregates feedback about the functionality of quality tools

Requirements

Fluency in Greek (at least C2 level, ideally native)
B2 level of English
Availability to work in shifts and weekends
Excellent communication (verbal and written) and interpersonal skills
Quick learner and adaptable to learn new processes, concepts, and skills
Excellent organizational and time management skills
Strong attention to detail and a desire to deliver accurately, efficiently, and to a high standard
Have a neutral mindset to alternative video content that needs classification

Benefits

The pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with an irreproachable reputation
Professional development and a clear career path
Training & development opportunities
Competitive salary & relocation allowance*
Relocation applicable only for international candidates joining us from abroad.

Employee Status : Full-Time Employee

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