Customer Service QA & Training Specialist

la Rinascente Spa; Milano; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A leading retail company in Milan is seeking a QA & Training Specialist to monitor Call Center quality, oversee operations, and create training materials. The ideal candidate will analyze feedback processes and manage the Knowledge Base, ensuring alignment with company policies. Collaboration with other departments is essential. This role offers a dynamic environment focused on continuous improvement.

Mansioni

• Monitor quality of Call Center interactions through audits.
• Oversee daily operations of Customer Service team.
• Create and maintain training materials for agents.
• Analyze errors and implement feedback processes.
• Manage Knowledge Base and FAQs for compliance.
• Produce regular reporting on quality performance.
• Collaborate with cross-functional teams.

Descrizione del lavoro

The QA & Training Specialist will report to the Customer Service Manager with the following responsibilities :

• Monitor and evaluate the quality of interactions handled by external Call Center agents through regular audits and performance assessments
• Oversee the daily operations of activities managed by Rinascente’s internal Customer Service team, ensuring efficiency and compliance with service standards
• Create, update, and maintain training materials to support agent development and knowledge consistency
• Analyze handling errors and implement a structured feedback process for Team Leaders to support continuous improvement
• Manage and update the Knowledge Base and FAQs, ensuring alignment with company policies, procedures, and updates
• Produce and deliver regular reporting on quality performance, case handling trends, and key service metrics
• Collaborate with cross-functional teams (e.g. : Logistics, IT, Legal, Omnichannel, Sales)

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