# Polish Customer Service Quality Analyst - Athens

> speakit · Athens, Greece · Full-time · Posted 2026-10-05

**Workplace:** on_site

**Department:** Polish

## Description

On behalf of our client, a leading international organization, we are seeking a analytical and communicative **Polish-Speaking Customer Service Quality Analyst** to join their operations team. In this role, you will be responsible for evaluating customer interactions across phone, email, and chat channels in Polish, ensuring high-quality service delivery, compliance with operational standards, and providing actionable feedback to drive continuous team improvement.

**Key Responsibilities:**

-   Monitor and evaluate customer service interactions (calls, emails, live chats) in Polish to assess compliance with quality guidelines and company procedures.
-   Identify service gaps, process inefficiencies, and training needs across the customer support team.
-   Provide constructive feedback and coaching to customer service advisors in collaboration with team leaders.
-   Maintain quality calibration standards by participating in weekly calibration sessions with management and key stakeholders.
-   Prepare detailed performance reports, key quality metrics (CSAT, QA scores), and trend analysis for project leadership.
-   Ensure accurate implementation of regulatory and internal compliance policies in all customer communications.
-   Recommend workflow enhancements and best practices to optimize customer experience and overall operational efficiency.

## Requirements

-   Native or C1/C2 proficiency in Polish with fluent English skills (written and verbal).
-   Strong knowledge of Customer Experience (CX) KPIs, quality frameworks, and audit methodologies.
-   Excellent analytical, problem-solving, and critical thinking skills.
-   Proficiency in CRM tools, ticketing systems (e.g., Zendesk, Salesforce), and MS Excel/Google Sheets for reporting.
-   Exceptional active listening skills and high emotional intelligence for delivering constructive feedback.
-   Ability to work independently, manage tight deadlines, and prioritize workload effectively.

## Benefits

-   Competitive remuneration package.
-   Performance-based incentive bonus.
-   Complete relocation package (booked flights, temporary hotel stay, and local paperwork assistance).
-   Private medical plan and wellness perks.
-   Dedicated training budget, certification subsidies, and progression paths.

## Apply

[Apply at speakit](https://apply.workable.com/speakitjobs/j/B9AFE3897A/apply)

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