As Italian Quality Assurance Analyst, You Will…
Complete Quality Assurance and coaching session reports on a weekly basis
Provide floor support, which can include actively taking phone calls
Attend and participate in meetings with supervisors and managers to review monitoring lists
Attend and participate in partner and internal calibration meetings
Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
Report scripting problems or questions from callers to appropriate departments
High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)Ability to type 30 wpm minimum with accuracyStrong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to make fair and consistent judgments and decisionsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsAvailability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required