Quality Analyst - Italian

Intouch CX

Monitor and evaluate customer interactions in Italian across multiple channels, including phone, email, chat, and social media.

• Conduct regular audits of customer service representatives performance to ensure adherence to quality standards and compliance guidelines.
• Identify trends, patterns, and areas for improvement in customer communications and provide actionable feedback to team leaders and agents.
• Collaborate with training and operations teams to develop and implement quality improvement initiatives.
• Prepare detailed quality assessment reports and present findings to management and stakeholders.
• Support the calibration process by participating in regular review sessions to align quality standards across teams.
• Assist in the development and refinement of quality assurance processes and evaluation criteria.
• Maintain up-to-date knowledge of company products, services, and policies to ensure accurate quality assessments.
• Address and resolve quality-related issues in a timely manner, escalating complex cases as needed.
• Contribute to a positive team environment by sharing best practices and supporting continuous improvement efforts.

Skills

• Fluency in Italian, with excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities with keen attention to detail.
• Excellent organizational and time management skills.
• Ability to provide constructive feedback and coaching to team members.
• Strong interpersonal skills and a collaborative mindset.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Willingness to adapt to changing priorities and business needs.