Remote Italian QA Specialist – AI & Quality Assurance

Foundever; Lisboa; On-site; EUR 20,000 - 27,000; Full time

Benefits offered by this job

Competitive wages

Private healthcare & dental insurance

Growth opportunities

Job summary

Foundever in Portugal is seeking an Italian Quality Specialist to monitor and improve the quality of CSR interactions, including calls and AI-driven flows.

You will give feedback, calibrate scoring, and work with supervisors and the client POC to ensure scripts and procedures meet client standards. Fluency in Italian and English is essential, with at least six months in QA and strong customer service skills. Remote-friendly with standard office hours.

Qualifications

• Italian native/C2 level - mandatory
• English fluent level
• AI knowledge
• Minimum 6 months' experience in Quality Assurance - mandatory
• Excellent Customer Service skills
• Good organization/time management skills
• Ability to work with a variety of people from diverse backgrounds
• Ability to make fair and consistent judgments and decisions
• Ability to solve problems and offer suggestions
• Ability to adhere to all organizational policies and procedures
• Ability to create constructive feedback which leads to performance improvement

Responsibilities

• Monitors CSR’s performance daily by taping, listening to, reviewing, and evaluating calls
• Provides feedback on quality of service to ensure adherence to procedures and scripts
• Acts as counsellor – quality expert – QA reference
• Participates in meetings with supervisors, Project Leaders and client’s POC to discuss guidelines and procedures
• Reports script problems or questions to appropriate areas
• Assists client in monitoring specific programs as needed
• Communicates with supervisors on program changes and new guidelines
• Creates monthly call monitoring plan and executes it
• Provides information for Monthly Quality Reports
• Participates in calibration sessions to align scoring and interpretation with client expectations
• Monitors and evaluates AI-driven customer interactions including IVR and automated flows
• Identifies gaps, trends and opportunities to improve AI performance and customer experience
• Ensures AI interactions meet defined quality standards and guidelines

Job description

Foundever in Portugal is seeking an Italian Quality Specialist to monitor and improve the quality of CSR interactions, including calls and AI-driven flows.

You will give feedback, calibrate scoring, and work with supervisors and the client POC to ensure scripts and procedures meet client standards. Fluency in Italian and English is essential, with at least six months in QA and strong customer service skills. Remote-friendly with standard office hours.