[Hiring] Italian Quality Specialist for Luxury Travel & Hospitality Brand @Foundever®

Role Description

We are looking for an Italian Quality Specialist to join our team. As a customer service specialist in this project, your daily responsibilities will include:

• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls.
• Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim of improving the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills).
• Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring.
• Reports script problems or questions to appropriate areas.
• Assists clients in monitoring specific programs as needed.
• Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals.
• Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved.
• Provides relevant information for Monthly Quality Report.
• Provides feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained.
• Acts at least half a day per week as CSR to keep up experience.
• Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs.
• Takes personal responsibility to understand and comply with all company and client security requirements and policies.
• Ensures that all team members (Foundever) 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.

Qualifications

• Previous experience in Luxury and Premium Support - mandatory.
• Availability to work Nightshifts - mandatory.
• Native or proficient level of Italian (C2).
• Native or proficient level of English (C2).
• Strong verbal and written communication skills.
• Strong Data Analysis skills.
• Detail Oriented.
• 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 influence behavior.
• Effective project management.
• Ability to adhere to all organizational policies and procedures.
• Ability to organize, prioritize and multi-task.
• Good knowledge of effective scripting.
• Logical and objective approach to call assessment.
• Able to effectively use Microsoft applications (ex: Word, Excel, Powerpoint, Project, Outlook, etc).
• High-speed internet access and appropriate conditions for remote work.

Education and Experience

• College degree or related work experience, preferably as a Product Specialist/Mentor.
• Successful coaching and management of others.

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.