Italian Speaking Quality Assurance Associate

Italian Speaking Quality Assurance Associate

Lisbon, Portugal

€21,000-23,800 per year

Our client is recruiting for a Italian Speaking Quality Assurance Associate to work on site from day 1.

Job Duties

● Monitors all interactions and ensures accuracy of the output

● Coordinates and facilitates call calibration/training sessions for vendor QA partners

● Trained and certify new IQA/VQAs

● Publishes quality trends, feedback and improvement / enhancement reports

● Deal tactfully and courteously with clients

● Produce Quality reports and dashboards such as TNI, Pareto etc.

● Drive process improvement and ensure process compliance

● Contribute to the development of the short and long term goals of the process

● Ensure quality/RCA alignment, and CSAT targets are met at all times (Vendor QA results)

● Drive first call resolution and quality initiatives in the program

Experience Required

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● Superb communication skills.

● Excellent problem solver

● Intermediate level of knowledge in Google suite.

● Strong client liaising skills

● Have at least 2 years Quality Assurance Experience and at least 6 months relevant experience is required in a customer service in an inbound and outbound programs

● Training background/skill will be an added advantage

● Preferred: Candidate must possess at least a degree