• 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.

1-2 years of experience in quality assurance, customer service, or a related field.Fluency in Italian, with excellent verbal and written communication skills.Strong analytical and problem-solving abilities with keen attention to detail.Ability to work effectively in an office-based environment.Familiarity with quality monitoring tools and customer service platforms.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.IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability.  IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us.  By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship.  All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.