Italian Quality Analyst - Lisbon

About the role

We are looking for a fluent Italian speaker to join our Lisbon team as an Italian Quality Analyst. You will ensure that customer support interactions meet the highest quality standards and help drive continuous improvement across our operations.

Key responsibilities

• Conduct regular quality assessments of Italian‑language phone, email and chat interactions, verifying compliance with internal policies and client requirements.
• Analyse agent performance, focusing on communication clarity, process adherence and information accuracy.
• Provide clear, actionable feedback to agents and teams to foster individual and collective improvement.
• Identify recurring issues, trends or knowledge gaps and escalate them to supervisors or training teams.
• Assist in creating and maintaining quality monitoring documentation and standards for the Italian‑speaking market.
• Collaborate with Operations, Training and Customer Success to promote a culture of continuous improvement.
• Prepare accurate quality reports for internal stakeholders and participate in calibration sessions.
• Contribute ideas for process, system and KPI enhancements linked to customer satisfaction.

Required profile

• Native or C1/C2 level fluency in Italian and strong written and spoken English.
• At least 1 year of experience in Quality Assurance, Customer Service or Operations within a multinational environment.
• Excellent attention to detail, analytical mindset and ability to assess performance against standards.
• Strong organisational skills with the ability to prioritise tasks and meet deadlines in a fast‑paced setting.
• Eligibility to work in Portugal or willingness to relocate (relocation assistance may be offered).

Required skills

• Proficiency with MS Office suite.
• Experience using quality monitoring tools and CRM platforms such as Salesforce and Zendesk.

What we offer

• Competitive salary with performance reviews and bonus opportunities.
• Flexible hybrid working model combining office presence with remote work.
• Private health insurance, generous paid holiday allowance and wellbeing programmes.
• Comprehensive onboarding, ongoing training and clear career progression within quality assurance.
• Opportunity to work in an international, fast‑growing environment.