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
