Sitel Corp. Is Hiring An Italian Quality Specialist

Join Our Team as an Italian Quality Specialist for a Luxury Travel & Hospitality Brand (Nightshift) — Work from Home in Italy

Looking to elevate your career in luxury support? Come and be a vital part of a global community committed to creating exceptional travel experiences.

About the Role

We are seeking an Italian Quality Specialist to join our dedicated team. Airbnb is a trusted online marketplace for unique accommodations worldwide, dedicated to fostering a sense of belonging anywhere. Your role as a customer service specialist will contribute to delivering personalized, premium travel experiences through quality assurance and monitoring.

Your Daily Responsibilities

• Monitor Customer Service Representatives' (CSR) performance daily through calls—listening, reviewing, and evaluating interactions
• Provide constructive feedback to CSRs to ensure adherence to procedures and scripts, focusing on soft skills, product knowledge, and system skills
• Participate in meetings with supervisors and project leaders to discuss monitoring outcomes
• Report script issues or questions to relevant departments
• Assist clients in monitoring specific programs as needed
• Communicate program changes and CSR actions to supervisors for performance appraisals
• Develop and execute a monthly call monitoring plan, tracking achievements
• Contribute relevant insights for the Monthly Quality Report
• Provide feedback to the training team to enhance new agent training based on monitoring insights
• Act as a CSR at least half a day per week to maintain hands-on experience
• Participate in calibration sessions to align scoring and call interpretation standards with other QARs
• Ensure compliance with company and client security policies, and promote security awareness among team members

Qualifications & Skills Needed

• 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)
• Excellent verbal and written communication skills
• Strong data analysis capabilities
• Attention to detail and organizational skills
• Ability to work with diverse teams and make fair judgments
• Problem-solving skills with a proactive mindset
• Effective project management and multitasking abilities
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Outlook, etc.)
• Reliable high-speed internet and suitable remote work environment

Educational & Experience Requirements

• College degree or relevant work experience, preferably as a Product Specialist or Mentor
• Experience coaching and managing others is a plus

What We Offer

• Competitive wages
• Paid professional training
• Employee discounts
• Private healthcare & dental insurance (after six months)
• Growth opportunities through development programs
• Fun company initiatives, including wellness programs like EverBetter
• Job stability and lifelong skills
• Positive and supportive work culture

Why Choose Foundever?

At Foundever, we prioritize memorable associate experiences, supporting your quality of life and career growth. Apply today and take the next step in your professional journey!

Watch this video to get a sneak peek of the job in action: [Video Link]

Ready to join us? Apply now!