Italian Quality Specialist - Remote QA for CX

Sitel Corp.; Lisboa; Híbrido; EUR 21 000 - 32 000; Tempo integral

Resumo da oferta

Foundever is seeking an Italian Quality Specialist to join our online travel partner's team in Lisbon, Portugal, with remote flexibility. You will monitor calls, provide feedback, and ensure adherence to procedures, scripts, and AI-driven interactions.

The role requires native or C2 Italian, fluent English, at least 6 months QA experience, strong customer service, and the ability to work from home with schedule Monday to Friday 8:00–17:00. EU work permit or citizenship is required.

Qualificações

• Italian native or C2 level is mandatory.
• Fluent English is required.
• 6+ months of QA experience.
• Strong customer service skills.
• Excellent organization and time management.
• Ability to work with diverse teams.
• Proficient with Microsoft Office.
• EU citizenship or valid Portugal work permit.

Responsabilidades

• Monitor CSR performance by listening to calls and evaluating.
• Provide feedback to ensure scripts adherence and service quality.
• Act as quality assurance reference for team and client.
• Attend meetings with supervisors and client POC.
• Report script issues and calibrate AI-driven interactions.
• Develop monthly call monitoring plan and contribute to monthly reports.
• Identify gaps and opportunities to improve AI performance.
• Ensure AI interactions meet defined quality guidelines.
• Ensure security policies are followed.

Conhecimentos

Italian language

English fluency

AI knowledge

Quality Assurance

Customer service

Organization

Time management

Multitasking

Feedback skills

Microsoft Office

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Foundever is seeking an Italian Quality Specialist to join our online travel partner's team in Lisbon, Portugal, with remote flexibility. You will monitor calls, provide feedback, and ensure adherence to procedures, scripts, and AI-driven interactions.

The role requires native or C2 Italian, fluent English, at least 6 months QA experience, strong customer service, and the ability to work from home with schedule Monday to Friday 8:00–17:00. EU work permit or citizenship is required.