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quality analyst - italian speaker.

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job details

summary

job details

  • key responsibilities

    Quality Monitoring and Evaluation:



    • Conduct thorough reviews of Italian language content moderation and customer support interactions to assess adherence to quality standards and guidelines.

    • Evaluate the effectiveness of moderation and support processes in delivering a positive user experience.

    • Monitor and analyze the performance of Italian content reviewers, providing constructive feedback and coaching.

    • Track key performance indicators (KPIs) related to Italian language moderation and support quality.

    • Analyze data to identify trends, areas for improvement, and potential risks.

    • Identify and recommend improvements to moderation and support processes to enhance efficiency and effectiveness.

    • Provide guidance and support to Italian content reviewers on best practices and quality standards.
       

  • skills

    Requirements:



    • Fluent in Italian (C1 level minimum) and residing in Lisbon, with availability for daily office work (Sete Rios).

    • Good English skills.

    • Analytical and critical thinking skills, solution-oriented.

    • Empathy and customer service excellence.

    • Previous experience in a call center environment. Applications without this experience will not be considered.

    • Experience in specific roles of Quality Analyst and/or Trainer are very valuable.

    • Minimum: High-school diploma.

    • Must hold EU citizenship or a valid work permit for Portugal (residence card).

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