For a client of ours who is a Legal Corporate & Fiduciary Company working closely within the FX sector in Limassol they are looking for a Call Monitoring Officer to join their growing company and team.

The Company is providing support in legal, corporate, compliance, and risk management services. By offering administrative legal support, entity formation, compliance program implementation, and operational risk advisory, the Company enables clients to navigate complex regulatory environments with greater confidence and efficiency.

Responsibilities:  

• Listen to recorded calls to assess agent performance in terms of communication, problem resolution, customer service, and adherence to company policies. 
• Ensure compliance with regulatory requirements, internal policies, and customer service protocols. 
• Prepare detailed reports on call quality and performance, highlighting strengths and areas for improvement. 
• Perform regular audits of calls to ensure continued compliance with company standards. 
• Assist in developing call scripts, guidelines, and best practices based on monitoring results 
• Identify and flag high-risk calls or situations, proactively alerting management to potential issues that may require immediate attention or intervention. 
• Any other rule relating to the above 

Qualifications: 

• Bachelor’s degree in business administration, communications, or a related field  
• 2 years of experience in a call center environment, preferably in a quality assurance or monitoring role. 
• Excellent communication skills, both written and verbal in English (other languages will be advantageous). 
• High attention to detail and ability to evaluate multiple criteria simultaneously, with strong analytical and observational skills. 
• Proficiency with call monitoring tools and customer relationship management (CRM) software. 
• Ability to provide constructive feedback and motivate employees to improve performance. 
• Strong problem-solving and decision-making skills. 
• Ability to work independently as well as part of a team. 
• Ability to work with confidential information and maintain high levels of integrity and professionalism. 
• Flexibility to adapt to changing business needs and priorities. 
• Strong understanding of customer service principles and practices. 

Benefits:  

• Attractive remuneration package according to qualifications and experience. 
• Private Medical Insurance after completion of the first 3 months of employment. 
• Discretionary performance bonus and annual salary review. 
• Employee Referral Bonus. 
• 21 days of Annual Leave. 
• 5 days of Paid Sick Leave. 
• Corporate discounts. 
• Free snacks and beverages daily, complimentary lunch on Fridays and sweet Mondays’ brunch to seize the week. 
• Amazing Opportunities for career advancement vertically and horizontally. 
• Magnificent Corporate Events and Team building activities.

TO APPLY for this job opportunity, send your CV (in English please) to [email protected] and include the reference:  Call Monitoring Officer – VAC-C4249. We look forward to hearing from you!