Are you detail-oriented and passionate about quality assurance? Join our team in Lisbon as a Quality Analyst and be part of an international and dynamic work environment.

As a Italian Quality Analyst, your role will be crucial in ensuring top-tier customer service performance for one of our prestigious projects.

Start Date: 26.05.2025

Your Responsibilities:

Uses data analysis to evaluate call audits.
Monitors and reviews customer service calls daily.
Joins meetings with supervisors to discuss call monitoring results.
Reports issues with call scripts.
Helps clients monitor specific programs.
Shares updates and performance feedback with supervisors.
Plans and tracks monthly call monitoring.
Contributes to monthly quality reports.
Gives feedback to training teams on issues for new agent training.
Takes part in calibration sessions to ensure consistent call scoring.

Skills, Qualifications & Interests:

Native-level Italian and an advanced level of English.
Min. 12 months expirience as a Quality Analyst.
Excellent analytical and problem-solving skills.
Strong attention to detail and ability to evaluate conversations effectively.
Experience in quality assurance or customer service is a plus.
Willingness to relocate to Lisbon for an international career experience.
Valid work permit for Portugal (required).

What's in it for you?

Contract: 12-monthindefinite contract with a 30-day trial period.
Salary: €1,000 gross/month.
Performance Bonus.
Meal Allowance: Meal vouchers included.
Relocation Support: Provided for candidates coming from abroad.

Why Lisbon?

A vibrant city with rich cultural heritage and historical landmarks.
Affordable living in a European capital.
Enjoy warm weather and stunning beaches all year round.
A welcoming and diverse international community.
Savor delicious Portuguese cuisine and world-famous coffee culture.

About the Company:

Your future company is a global leader in the BPO industry. With 170,000 employees across the globe, you will be member of a team behind the best experiences for +750 of the world’s leading and digital-first brands. The innovative solutions, technology and expertise are designed to support operational needs for clients and deliver a seamless experience to customers in the moments that matter.