Quality Assurance Analyst with Italian

Technologies/tools we use:

Five9, Salesforce, Leaptree, Microsoft Office Suite, Gmail, Slack, Microstrategy, Sisense.

What You’ll Do

Perform daily QA analysis of internal and external call center agents.
Keep predictable attendance to meet QA Department established productivity goals.
Assist with identifying agents not meeting QA standards and recommend necessary coaching.
Monitor daily Customer Care Key Performance Indicators at the Department, Call Center and Agent Level to identify opportunities and inform and/or propose next steps.
Serve as a Champion for our Retention Program, promoting best practices and coaching throughout the different sessions with the Agents, Trainers and QA personnel from the Call Centers.
Perform coaching sessions directly with agents that need specialized attention.
Perform routine reporting and analysis of QA scores.
Perform specialized audits on areas identified and prepare reporting and analysis to present to the Management.
Provide recommendations for improvement to call flow, QA Guidelines and training.
Lead, attend and participate in weekly calibrations with the Call Center Vendors.
Lead other QA initiatives such as: CS quizzes, New Hire Trainings, Refreshers and New Initiatives Trainings and others.
Create Job Aids, Weekly Tips, Agent Portal Bulletin Announcements and other related Training Material.
Support the operation with monitoring, assigning and ensuring that customers are replied to.
Assist and participate in the Weekly Business Reviews with the Call Centers Vendors.
Perform other work-related duties as needed.

What You’ll Need

Fluent command of Italian.
High level of English and Polish language skills.
Minimum of 1-year experience in Quality Assurance or Supervisor in a Call Center environment.
Ability to work independently and as a team player.
Ability to prioritize and plan work activities using time efficiently, demonstrating accuracy and thoroughness, and monitoring own work to ensure quality.
Ability to adapt to changes in the work environment, manage competing demands, and deal with frequent changes, delays, or unexpected events.
Ability to communicate ideas in a persuasive manner.
Ability to identify problems, to mediate issues, to develop solutions, and to implement an appropriate course of action.
Excellent oral and written communication skills.
Excellent attention to detail, time management, progress management, creativity, flexibility and drive to achieve results.
Proficiency in Microsoft Office Products: Word, Excel, PowerPoint, and Google Suite.
Basic math skills with a strong understanding of averages.
High School diploma or equivalent.

What’s Good To Have

Ticketing System knowledge (Salesforce, Freshdesk, Zendesk, etc.)