QA Italian - Bpo
Intouch CX
Employer Active
Posted 6 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Conduct regular quality assurance evaluations of Italian-language customer interactions across phone, email, chat, and social media channels.
- Monitor and assess agent performance to ensure compliance with company standards and client requirements.
- Identify trends, patterns, and areas for improvement in customer service delivery.
- Provide constructive feedback and coaching to agents to enhance service quality and customer satisfaction.
- Document and report quality findings, highlighting both strengths and areas needing development.
- Collaborate with team leaders and trainers to develop and implement quality improvement initiatives.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Maintain up-to-date knowledge of client products, services, and procedures relevant to the Italian market.
- Support the onboarding and training of new agents by sharing best practices and quality standards.
- Ensure adherence to data privacy and confidentiality policies during all quality assurance activities.
Desired Candidate Profile
- 1-2 years of experience in quality assurance, customer service, or a related field within a BPO environment.
- Fluency in Italian and proficiency in English, both written and verbal.
- Strong analytical skills with the ability to evaluate and interpret data objectively.
- Excellent attention to detail and a commitment to delivering high-quality work.
- Ability to provide clear, actionable feedback to team members.
- Familiarity with customer experience management tools and quality monitoring systems.
- Strong organizational and time management skills to handle multiple tasks efficiently.
- Ability to work effectively in an office-based, fast-paced, and multicultural environment.
- Solid understanding of customer service best practices and quality standards.
- Willingness to participate in ongoing training and professional development.
Company Industry
- IT - Software Services
Department / Functional Area
- Quality
- Testing
- QA
- QC
- Inspector
Keywords
- QA Italian - Bpo
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