Quality Evaluator Italian & English
Core
Evaluate customer interactions across calls, email, and chat to ensure service delivery meets client and business expectations.
Role type
Quality Analyst (Customer Experience)
Builds
Quality scorecards, feedback reports, and continuous improvement initiatives for a global brand.
Domain
Customer Service / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
Fluency in Italian (C1) & English (C1), Quality Assurance experience, Analytical mindset, Performance metrics analysis, Stakeholder management, Microsoft Office proficiency
Preferred skills
Associate's Degree, 3-5 years in Quality/CX/BPO, Multilingual customer service support, Quality auditing methodologies
Responsibilities
Monitor and evaluate customer interactions, Conduct quality assessments against standards, Deliver actionable feedback, Participate in calibration sessions, Analyse trends and recommend improvements, Support internal quality audits
Seniority
Mid-level (3-5 years experience preferred)