Iro Tsiompanoudi

Senior QA Specialist with extensive experience in Quality Excellence within the energy and utilities sector (DEDDIE, EYDAP, ELECTRA, IONITY). Specialized in driving quality strategies, improving customer experience, and optimizing performance through data analysis, KPI monitoring, and structured QA frameworks. Strong collaborator with cross-functional teams, contributing to process improvements and service quality enhancement.

Senior QA Specialist - Customer Excellence & Quality Team - Cosmote eValue - Athens, Greece

(2024-07)

Lead QA procedures across multilingual environments, handling customer interactions in multiple languages, including French and German projects, ensuring consistency and quality standards across markets.

• Deliver monthly performance presentations and quality insights to both client stakeholders and operations teams, supporting alignment and decision-making
• Collaborate with cross-functional teams to enhance service quality, performance, and process standardization
• Design and optimize operational processes and workflows
• Oversee internal processes (e.g. bonus schemes) aligned with performance metrics and quality objectives
• Monitor KPIs and operational performance to drive continuous improvement

Senior QA Specialist - Customer Excellence & Quality Team - Cosmote eValue - Athens, Greece

(2023-04 - 2024-07)

• Monitored customer interactions and ensured quality standards
• Analyzed KPIs (SLA, AHT, repeat calls, occupancy) to identify trends and improvement opportunities
• Tracked CSAT and identified key satisfaction drivers
• Created reports and presented insights to internal teams and external clients
• Collaborated with Reporting & WFM teams to support staffing and performance optimization
• Supported operations during peak/crisis periods, ensuring service continuity
• Mentored junior QA team members and contributed to process and workflow improvements
• Prepare reports and present insights to internal teams and external stakeholders (e.g. DEDDΙE, EYDAP)
• Contribute to chatbot optimization

Inbound Customer Service Representative/Assistant - Cosmote eValue - Athens, Greece

(2021-04 - 2023-03)

• Managed high-volume inbound interactions, including complex and demanding cases
• Maintained performance within KPIs (SLA, AHT, adherence)
• Supported real-time operations (RTR), monitoring performance and managing agent availability and breaks
• Assisted in shift coordination, providing guidance to agents and supporting daily operations
• Provided structured feedback to team leaders on performance, risks and improvement areas

Operations & Customer Service - Family Business (Bakery & Coffee Shop) - Athens, Greece

(2014 - 2021)

• Managed daily operations, ensuring smooth workflow and service continuity
• Delivered customer service, handling transactions and maintaining customer satisfaction
• Developed strong multitasking and problem-solving skills in a fast-paced environment

Intern - Skip Tracing Department - Emporiki Bank - Athens, Greece

(2012-10 - 2013-04)

• Conducted skip tracing activities to locate customers and restore communication
• Supported customer re-engagement and collection processes
• Assisted in maintaining efficient communication tracking and follow-up

Information Management - Technological Institute of Kavala