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