# Vasileios Douvaras Vasileios Douvaras is a remote worker on Himalayas, Quality Assurance Manager at Outpost Group, based in Greece. Source: https://himalayas.app/@vasileiosdouvaras ```text Quality Assurance Manager at Outpost Group, shaping QA frameworks and root-cause fixes across support operations. ``` | Detail | Value | | --- | --- | | Availability | Looking for a job | | Location | Greece | | Authorized to work in | Greece | | Salary expectations | 40k+ EUR | | Job categories | QA Manager, Customer Support Manager, Quality Assurance Supervisor | | Skills | Quality Assurance Management, QA Frameworks, Rubric, Root Cause Analysis, Lean Six Sigma, DMAIC, Customer Experience Operations, BPO Operations, Voice Of Customer, CSAT Management, SLA Management, Process Improvement, Quality Control, SOP Development, Knowledge Base Development | ## About ```text At Outpost Group, I lead Quality Assurance across support operations following the merger of June Homes with Outpost Club. I evaluate support performance and designed QA frameworks and evaluation rubrics to improve scoring consistency. I analyze dissatisfaction trends to identify systemic gaps and drive corrective process changes. I also partner with Operations, Training, and Leadership to align workflows with company policy, lease obligations, and service standards. At June Homes, I led a team of support agents, managed performance against SLA and CSAT targets, and handled complex resident escalations. I also coached agents and onboarded new team members on Zendesk workflows and company policy. At Teleperformance Greece, I applied Lean Six Sigma and DMAIC with Voice of Customer data to identify and reduce top contact drivers. My background also includes frontline customer support and assistant manager roles in hospitality. ``` ## Experience ### Quality Assurance Manager (current) Outpost Group. Jan 2026 - Present ```text Lead Quality Assurance for support operations across the unified Outpost Group organization, evaluating agent performance and designing QA frameworks. Conduct root cause analysis and partner with Operations, Training, and Leadership to align workflows with company policy and service standards. ``` Skills: Quality-Assurance, Zendesk, Root-Cause-Analysis, Process-Improvement, SOP-Development, CSAT, SLA-Management, Lean-Six-Sigma, Coaching ### Team Lead Manager June Homes. Jan 2024 - Jan 2026 ```text Led a team of support agents handling resident tickets, owning day-to-day performance, coaching, and escalation management. Managed team performance against SLA, CSAT, and resolution-time targets, and onboarded and trained new agents on Zendesk workflows. ``` Skills: Team-Leadership, Coaching, Zendesk, SLA-Management, CSAT, Escalation-Management, Onboarding, Training ### Customer Support Specialist June Homes. Jun 2022 - Jan 2024 ```text Handled resident support tickets end-to-end across maintenance, access, billing, and relocation requests, serving as first point of contact. Managed a high-volume ticket queue via Zendesk, meeting first-response and resolution SLAs across priority tiers. ``` Skills: Zendesk, Customer-Support, SLA-Management, CSAT, Ticket-Management, Coordination ### Supervisor Teleperformance Greece. Dec 2019 - Jun 2022 ```text Supervised a team of customer support agents in a multilingual BPO contact center, owning performance management, coaching, and quality outcomes. Applied Lean Six Sigma and DMAIC methodology to identify and reduce top contact drivers, using root cause analysis and Voice of Customer data. ``` Skills: Supervision, Performance-Management, Coaching, Lean-Six-Sigma, DMAIC, Root-Cause-Analysis, Voice-Of-Customer ### Customer Support Specialist Teleperformance Greece. May 2017 - Dec 2019 ```text Delivered frontline customer support in a multinational BPO contact center across projects including Supercell, Pandora, and Netflix. Consistently met quality and productivity targets while handling high call volumes during peak periods. ``` Skills: Customer-Support, Call-Handling, Quality-Assurance, Productivity ### Assistant Manager Goody's Burger House. Jun 2008 - May 2017 ```text Managed daily front-of-house and kitchen operations for a high-volume food service location for over nine years. Completed H.A.C.C.P. certification and led and coached front-of-house staff on service standards, managing scheduling, inventory, and operational workflows. ``` Skills: Operations-Management, Team-Leadership, Coaching, Scheduling, Inventory-Management, HACCP ### Music Editor LALLABAI Aigli Zappeiou. Jan 2010 - Dec 2010 ```text Worked as a music editor at LALLABAI Aigli Zappeiou in 2010. ``` ### Music Editor MENTOZA Bar-Restaurant. Jan 2009 - Dec 2009 ```text Worked as a music editor at MENTOZA Bar-Restaurant in 2009. ``` ### Music Editor MALVAZIA. Jan 2009 - Dec 2009 ```text Worked as a music editor at MALVAZIA in 2009. ``` ### Assistant Manager Loup's Wine Bar Restaurant. Jan 2002 - Dec 2007 ```text Served as Assistant Manager at Loup's Wine Bar Restaurant from 2002 to 2007. ``` ### Head Buffets Cataralla-View Café Restaurant & Pool. Jan 1999 - Dec 2001 ```text Worked as Head Buffets at Cataralla-View Café Restaurant & Pool from 1999 to 2001. ``` ### Assistant Manager Zythos Brewery. Jan 1994 - Dec 1998 ```text Served as Assistant Manager at Zythos Brewery from 1994 to 1998. ``` ## Education ### School of Tourism – Hotel & Catering Services Diploma, Hotel and Catering Services. 1993 - 1995 ```text Studied kitchen operations and culinary arts, food and beverage control, HACCP, and hospitality management. ``` ## Tech stack - Google Drive - Zendesk - Trainual To contact Vasileios, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire). ## People also viewed - [Alexandros Papaioannou](https://himalayas.app/@alexandrospapaioanno): Customer & Technical Support Lead, Naya BV - [Christos Stampolakis](https://himalayas.app/@chrisstampolakis): Financial Crime Analyst, PwC - [Λευτέρης Αναδολής](https://himalayas.app/@0001380): Bartender, Wonderwall - [Katerina Trentsiou](https://himalayas.app/@katerinatrentsiou): Senior Content Integrity Specialist, Cognizant - [Kristina Karatoli](https://himalayas.app/@kristinakaratoli): Operations Assistant Manager, Teleperformance Greece - [Rafailia-Eirini Balopitou](https://himalayas.app/@rafailia-eirinibalop): Global CX Operations & Strategy Manager, Blueground - [Leila Chaouachi](https://himalayas.app/@leilachaouachi): Quality Assistant Manager, Teleperformance - [George Drosatos](https://himalayas.app/@georgedrosatos): Customer Excellence Team Leader, CPI S.A. - [Mehdi Ben Gherissi](https://himalayas.app/@mehdibengherissi): Business Analyst / Quality Analyst, Teleperformance - [Rene Vasquez](https://himalayas.app/@renevasquez): Quality Assurance Technician, Volcano S.A. de C.V. / JustQuality LTD