Italian Quality Specialist for an online travel agency - Remote, Portugal

Come and work with us.

We are looking for a Italian Quality S pecialist to join our team.

Primary Responsibilities:

• Monitors CSR’s performance daily, by taping, listening to, reviewing, and evaluating calls.
• Provides appropriate feedback on quality of service to ensure adherence to procedures and scripts to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
• Act as a counsellor – quality expert – quality assurance reference.
• Attends and 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, new guidelines, new calibration approach
• Makes monthly call monitoring plan and executes this plan.
• Provides relevant information for Monthly Quality Reports.
• Participates in calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as expected by the client.
• Monitor and evaluate AI-driven customer interactions, including IVR and automated flows.
• Identify gaps, trends, and improvement opportunities in AI performance and customer experience.
• Ensure AI interactions meet defined quality standards and guidelines.

Compliance:

• Takes personal responsibility to understand and comply with all company and client security requirements and policies.
• Ensures that all team members (Foundever or agency/contract) comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified.

To succeed in the role, you will need to have:

• 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

Knowledge/Abilities:

• Ability to organize, prioritize, and multi-task.
• Good soft skills
• Experience of relevant training and coaching techniques is desirable
• Ability to provide feedback in a positive and supportive manner even if not direct with CSRs
• Able to effectively use Microsoft applications
• Must hold EU citizenship or valid work permit for Portugal 

Other:

• Availability to work from home
• Expected Schedules: Monday to Friday between 8h to 17h
• Experience as a Quality Specialist – Quality Auditor or Senior Quality Assurance Specialist to act as a consultant is desirable

Benefits.

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months of employment)
• Growth opportunities through various development programs
• Fun and engaging company-wide initiatives, including our EverBetter wellness program
• Job stability
• Life-long skills and experience
• Excellent work culture

Go further with Foundever®

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. 

Apply today !