Junior Quality Analyst with fluent Italian

Teleperformance; Kuala Lumpur; Hybrid; MYR 122,000 - 184,000; Full time

Job summary

A leading customer service provider is looking for a Junior Quality Analyst fluent in Italian and English, responsible for ensuring quality metrics, conducting reviews, and working collaboratively with a QA team. This hybrid position offers opportunities for personal growth and development in a supportive environment. Ideal candidates will have strong analytical and communication skills, along with a proactive approach to problem-solving. Join our multinational team and contribute to enhancing client satisfaction through quality standards.

Benefits

Employment contract

Onboarding and training

Access to MyBenefit platform

Qualifications

• Fluency in Italian and English is essential.
• Experience with Google Ads preferred.
• Strong attention to detail and communication skills.
• Ability to work independently and collaboratively.

Responsibilities

• Conduct quality reviews and provide feedback to agents.
• Analyze quality errors and suggest improvements.
• Participate in daily team huddles and calibration exercises.
• Report bugs and track resolution.

Skills

Fluency in Italian

Fluency in English

Knowledge of Google Ads

Excellent communication skills

Attention to detail

Analytical skills

Organizational skills

Job description

Job Title: Junior Quality Analyst with fluent Italian 👔
Work Type: Hybrid (2 days in office, 2 from home)
Location: Kraków/Wrocław
Contract Type: UoP - 6 months (first contract)
Working hours:
Monday-Friday 8 a.m. - 4 p.m.

This position offers you the opportunity to work alongside one of our high-profile clients who specialise in internet-based searching and video-sharing platforms.

As a Junior Quality Analyst, you are responsible for the overall quality performance of the operation by encouraging simplified and streamlined issue handling.

You will be accountable for the achievement of both external and internal quality metrics and will have a keen eye on efficiency, continuous improvement in customer and client satisfaction.

📌Duties and Responsibilities:📌

• Daily completion of quality reviews and appeal reviews
• Delivering quality feedback to the agents on completion of quality sample and appeal reviews.
• Execute actions for individuals and/or team to maintain or improve SLA performance.
• Participate in daily huddles with the QA Team Lead and Quality Analysts supporting the sample product in all locations.
• Conducting root cause analysis of quality errors and provide corrective solutions to the QA Team Lead.
• Identify risks to the QA SLA and report to the QA Team Leader in a timely and efficient manner.
• Identify quality trends for the market/agents supported and develop corrective solutions.
• Report bugs and continually check if bugs have been resolved.
• Work with agents and colleagues to ensure enough grey area cases are reported.
• Weekly catch‑ups with SME and Training teams to assess the current new hire training and identify if amendments are required.
• Develop Product Knowledge Tests on a weekly and/or monthly basis and use the results to conduct team refresher training or provide individual feedback.
• Conduct internal and external calibration exercises to ensure alignment within the internal team and the client or other vendors.
• Contribute to the innovation process by submitting innovation ideas or processes improvements.
• Support additional workflow requests from the client.
• Support Team Lead with ad hoc requests.

💎Required Qualifications & Experience:💎

• Fluency in Italian and in English is essential for this role.
• Experience and knowledge of Google Ads.
• Excellent written and verbal communication skills with the ability to deliver clear messages.
• Strong attention to detail to ensure information is complete and accurate.
• Ability to develop and maintain effective relationships with others.
• Displaying a high level of professional integrity and promoting conduct and behaviours consistent with company standards.
• Working collaboratively with others to accomplish team and organisation objectives.
• Results‑oriented with the ability to set and achieve challenging goals.
• Ability to work on own initiative to identify and solve problems using logic, judgement, and data, and recommend solutions to achieve the desired organisational goal or outcome.
• Obtains information and identifies key issues and implications to make informed and objective decisions.
• Flexible in a fast‑paced, changeable environment and can adapt quickly.
• Strong organisation, planning, and prioritisation skills with the ability to manage several tasks at once.
• Excellent analytical skills with the ability to identify risks and use data to evaluate root causes and provide solutions.
• Ability to coach others to make the most of their available skills.
• Ability to deliver effective presentations and training sessions to educate others on topics of organisational importance.
• Demonstrates a commitment to delivering highly effective service standards with both internal and external stakeholders.
• Leadership or QA experience will be considered as a benefit.

🤝What we offer🤝

• Employment contract.
• Hybrid work type.
• Onboarding and training.

What more can you get?

• MyBenefit platform access (you can exchange points for a Multisport card, LuxMed healthcare or codes for other services such as shopping, travel, massage or food and many more).
• Cooperation in a friendly, innovative and multinational environment allowing youto improve your language and personal skills.
• Opportunity for development within the structures of our company.
• Join our team and apply today!📨