Quality Assurance Specialist Italian

Quality Assurance Specialist - Italian

Do you have experience in customer service through Contact Centers and are you ready to face new challenges?

This is your role at MSX!

Objective of the position:

The Quality Assurance Specialist is responsible for monitoring and evaluating the quality of customer service interactions to ensure compliance with project guidelines and high-quality service delivery. The Q&A Specialist provides specialized training, feedback and recommendations to improve agent performance and overall customer satisfaction. This role involves close collaboration with the customer service team and team

leaders to identify areas for improvement, ensuring adherence to quality standards and continuous improvement of processes.

Main responsibilities are:

• Plan weekly activities around the team preparing detailed scheduling of the resources involved.

• Prepare the reports concerning current tasks and findings to be discussed with team members.

• Understand and investigates root-causes at the base of Customer handling process.

• Record all the activities to track the planned scheduling

• Conduct process confirmation activity to detect potential inefficiency in the main process steps.

• Measure statistical metrics to match with actual results and potential improvements.

• Attend meetings as required, providing personal results, team’s findings and feedback.

• Contribute to team achievements and targets.

• Improve constantly process workflow efficiency and quality

• Prepare, upgrade and archive all documents, templates and records as required

• Help the team to find always the best way to reach Customer’s expectations.

• Constantly match current standard procedures to actual operations to investigate improvements.

• Inform immediately the Project Manager about any critical situation

• Be a point of reference for the other team members to improve performance and meet he project expected results.

Main duty is to:

• Training and Development: work closely with the training team to identify skills gaps and recommend targeted training initiatives to improve service quality and agent performance.

• Quality Monitoring: regularly review and assess customer service interactions (calls,emails, chats) to ensure agents are meeting quality standards and following the correct procedures.

• Performance Evaluation: analyze individual and team performance, providing actionable feedback and recommendations for improvement to both agents and team leaders.

• Compliance Checking: ensure that all customer interactions comply with internal guidelines, legal requirements, and industry standards, particularly related to customer handling and automotive services.

• Process Auditing: conduct regular audits of customer service processes to ensure efficiency, accuracy, and alignment with project objectives and KPIs.

• Reporting and Documentation: prepare detailed quality reports on agent performance, highlighting trends, areas for improvement, and successes. Ensure proper documentation of evaluations and audits.

• Continuous Improvement: proactively suggest improvements to processes, tools, and workflows to enhance customer experience and streamline operations.

• Collaboration: work closely with team leaders, other QA and Project Manager to share insights and collaborate on strategies that enhance overall service quality.

• Issue Escalation: identify recurring issues or areas of concern and escalate them to the Project Manager for resolution.

Authorities:

Full delegation in all activities related to:

• Evaluate agent performance, identify areas for improvement, and provide recommendations for corrective actions.

• Monitor the effectiveness of actions taken to improve performance and service quality.

Knowledge

and Skills required:

• Native Italian Language is essential
• Good level of Spanish and English is required
• In-depth understanding of quality assurance processes and methodologies, particularly in customer service environment.

• Ability to review and analyze customer interactions with a high level of accuracy and attention to detail.
• Strong verbal and written communication skills to provide clear, constructive feedback and to collaborate with agents and team leaders.
• Strong analytical skills with the ability to identify trends, interpret data, and provide insights that contribute to improved performance.
• Experience in coaching and developing agents to enhance their skills and ensure they meet quality standards.
• Ability to identify inefficiencies in customer service processes and recommend practical solutions to improve workflow and service delivery.
• Flexibility to adjust to changing priorities and the ability to manage multiple tasks in a dynamic environment.
• Ability to work well within a team and foster a positive working environment, promoting a culture of continuous improvement. Advanced use of MS Office365 applications, Advanced PowerPoint and Excel knowledge.
• Basic knowledge in Automotive Industry both Sales and Aftersales
• Ability to interact at Executive level, good in listening and understanding others, if necessary, in multi-disciplinary and multi-cultural teams. Empathy is a plus.

Qualifications:

Bachelor’s Degree or equivalent work experience

Experience:

Minimum of 3 years of experience within a call center or customer

service environment, including quality assurance, supervisory or

management experience.

What do we offer you?

• Full-time indefinite contract. 40 hours a week, Monday – Friday.
• You will be part of a great team of professionals in an internationally consolidated company.
• You will acquire a global vision of the automotive sector, relating to customers, suppliers, consultants and dealers.
• MSX Bazaar: Shopping  portal exclusive for MSX employees.
• 23 days of Vacations + 3 extra days.
• Internal training plan.

Do you think you are the ideal person for this position? We want to meet you! Apply for the offer quickly and we will review your application.

Who are we?

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSXI Vision

To be clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry

The MSXI Mision

We harness our expertise in mobility, the creativity of our global teams and the power of technology to craft tailored, sustainable and innovative solutions

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.