Description

Manage quality analysis and performance monitoring for internal and external call center agents.

This role is on-site.

Responsibilities

• Perform daily QA analysis of call center agents and monitor Customer Care KPIs.
• Identify underperforming agents and conduct direct coaching sessions or recommend training.
• Lead weekly calibrations with vendors and participate in Weekly Business Reviews.
• Create training materials, job aids, and agent portal announcements.
• Conduct specialized audits and prepare reporting to improve call flow and QA guidelines.

Required Skills

• Fluent command of Italian.
• High level of English and Polish language skills.
• Minimum 1 year of experience in Quality Assurance or as a Supervisor in a call center environment.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Suite.
• Experience with Salesforce.
• Strong mathematical skills with an understanding of averages.

Preferred Skills

• Knowledge of ticketing systems including Freshdesk and Zendesk.

Key Skills

Education

Any Graduate