Quality Analyst with Italian

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OtherQuality Analyst

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Quick Summary

Requirements Summary

Bucharest, Brasov or Iasi | Work from Office (first 6–12 months), followed by Hybrid | Rotational 8-hour shifts, Monday–Friday, scheduled between 08:00 AM and 08:00 PM Romania time.

Technical Tools

OtherQuality Analyst

Join our team as a Quality Analyst, where you will monitor, evaluate, and improve the quality of customer service interactions. You will help ensure compliance with quality standards, internal procedures, and customer experience requirements while supporting continuous service improvement.

Monitor and evaluate customer interactions, including inbound and outbound calls, against established quality standards;
Review adherence to customer service procedures, processes, and operational guidelines;
Assess how agents handle customer requests, inquiries, and challenging situations;
Identify quality gaps, recurring issues and trends, and opportunities for process improvement, and provide actionable feedback to agents and Team Leaders;
Collaborate with Customer Service, Training, and Operations teams to enhance service quality and refine evaluation criteria and QA processes.

Requirements

~1 min read

Italian & English – B2 level;
High school diploma;
Minimum 2 years of experience in Quality Assurance, Quality Analysis, Auditing, or a related field;
Experience evaluating customer interactions and identifying quality improvement opportunities;
Ability to provide feedback and recommendations based on quality assessments;
Attention to detail and ability to identify errors, non-compliance issues, and process gaps.

What We Offer

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✓Private medical and dental coverage through Regina Maria;

✓Flexible benefits package via Benefit Online, including vouchers, transportation, wellness, and cultural activities;

✓23 vacation days, with additional days awarded through our loyalty program;

✓Additional private pension plan starting from the second month of employment;

✓Access to extensive learning, training, and career development opportunities;

✓Well-being support, including psychological counseling and premium wellness apps;

✓Life insurance coverage for you and your loved ones;

✓Flexible working hours, depending on project requirements.

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.