Italian Speaking Quality Assurance Agent – Tunis

About the role

We are seeking a detail‑oriented Italian Speaking Quality Assurance Agent to join our Tunis office. The role focuses on monitoring call quality, evaluating agent performance, and ensuring that customer service standards are consistently met. You will work closely with operations and training teams to drive continuous improvement.

Key responsibilities

• Monitor and evaluate customer service calls and agent performance.
• Conduct quality assurance reviews based on company standards.
• Provide feedback and coaching recommendations to agents and team leaders.
• Identify performance gaps and suggest areas for improvement.
• Prepare daily and weekly QC reports.
• Ensure compliance with company procedures and communication standards.
• Track KPI performance related to service quality.
• Support training and calibration sessions.
• Maintain accurate quality evaluation records.

Required profile

• Fluent in English and Italian.
• Detail‑oriented and responsible.
• Strong communication skills for providing feedback and coaching.
• Ability to collaborate with operations and training teams.

Required skills

What we offer

• Competitive base salary.
• KPI performance bonus.
• Full attendance bonus.