Quality Analyst Customer Service - Banking Background

Job Opening: Senior Quality Evaluator

Concentrix Italia is seeking an experienced Quality Analyst specialized in Quality and Training, with a background in the BFSI sector. This is a fixed-term position - a 6-month contract with Concentrix Italia.

Responsibilities:

• Monitor and evaluate inbound and outbound calls and other customer contact methods (e.g., email, chat) to ensure accuracy and adherence to quality standards.
• Support the assessment of quality standards, providing insights to clients to improve program performance.
• Review a sample of calls, chats, and emails, meeting departmental productivity requirements, and report findings to relevant stakeholders.
• Participate in calibration sessions and quality audits to ensure evaluation consistency and best practices.
• Maintain knowledge of the program, understanding of products, services, and client strategies.
• Contribute to quality task forces and support documentation updates.
• Assist management in reviewing key factors, metrics, and operational processes to meet objectives.

Requirements:

• Experience in Customer Service, Quality Evaluation, and Training.
• Knowledge of banking customer service, KWC, Anti-Money Laundering.
• Fluent in English.
• Attention to detail and strong communication skills.
• Proficiency in Microsoft Office.
• Experience with Quality Review KPIs and training materials.
• Willingness to work at the Vimercate location.

If you meet these criteria and are interested in this opportunity, please apply now.