Greek Quality Analyst - LIS2

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.

• 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

• 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