The QA & Training Specialist will report to the Customer Service Manager with the following responsibilities : Monitor and evaluate the quality of interactions handled by external Call Center agents through regular audits and performance assessments Oversee the daily operations of activities managed by Rinascente’s internal Customer Service team, ensuring efficiency and compliance with service standards Create, update, and maintain training materials to support agent development and knowledge consistency Analyze handling errors and implement a structured feedback process for Team Leaders to support continuous improvement Manage and update the Knowledge Base and FAQs, ensuring alignment with company policies, procedures, and updates Produce and deliver regular reporting on quality performance, case handling trends, and key service metrics Collaborate with cross-functional teams (e.g. : Logistics, IT, Legal, Omnichannel, Sales) J-18808-Ljbffr J-18808-Ljbffr