Italian Quality Analyst - Lisbon, Portugal Lisboa

Italian Quality Analyst - Lisbon, Portugal
Lisboa
Lisboa, Lisboa, Portugal

Italian Quality Analyst - Lisbon, Portugal

Req ID#: 398016

Location: Lisboa, Portugal, PT

Job Description

We are looking for a Italian Quality Analyst to ensure that all external and internal requirements are met. You will monitor procedures and outputs, identifying mistakes or
- conformity issues.

Responsibilities include:

1. Monitoring CSR performance through call review and evaluation.
2. Providing feedback to CSRs to improve service quality, soft skills, product knowledge, and system skills.
3. Participating in meetings with supervisors and project leaders.
4. Reporting script issues and assisting in monitoring specific programs.
5. Communicating program changes and CSR actions for performance reviews.
6. Creating and executing monthly call monitoring plans.
7. Contributing to monthly quality reports.
8. Providing feedback to training on issues identified during monitoring.
9. Acting as a CSR at least half a day per week to maintain experience.
10. Participating in calibration sessions to standardize scoring.
11. Complying with security policies and ensuring team adherence.

Requirements

• Native or proficient Italian (C2) - mandatory.
• Advanced English (C1-C2) - both verbal and written.
• Good organization and time management skills.
• Ability to work with diverse backgrounds and make fair judgments.
• Problem-solving and influencing skills.
• Effective project management and organizational skills.
• Experience in training and coaching techniques.
• Logical approach to call assessment and providing constructive feedback.
• Proficiency in Microsoft Office applications.
• Must hold EU citizenship or valid work permit for Portugal.
• Willingness to relocate to Lisbon and work
  - site.

Education & Experience

• Minimum 1 year of experience in BPO or customer service.
• At least one professional certification or completed education.

Additional Information

• Start date: May 19th.

Benefits

• Competitive wages, paid training, employee discounts.
• Private healthcare & dental insurance (after six months).
• Growth opportunities and development programs.
• Engaging company initiatives and wellness programs.
• Job stability and lifelong skills development.

Apply today and join us in Lisbon!