Job Description:
Job Title: Call Monitoring Analyst
Location: Florence, Italy
Industry: Customer & Contact Service
Job Description:
We are looking for a motivated and skilled Call Monitoring Analyst to join our team in Florence, Italy under the Customer & Contact Service sector. In this role, you will be responsible for evaluating live and recorded customer interactions to assess performance, ensure compliance, and identify coaching opportunities. The ideal candidate should have a strong understanding of customer service standards, analytical tools, and call center dynamics. Key duties include scoring calls, maintaining call quality databases, detecting service gaps, collaborating with QA teams, and generating actionable insights for service improvement. You will also assist in updating evaluation criteria and follow all operational and safety procedures relevant to the role. This position requires consistency, analytical focus, and excellent observation skills. This is a unique opportunity to contribute to the growth of Customer & Contact Service in Florence while maintaining high communication standards.
Job Requirement:
We are seeking a capable and enthusiastic individual for the role of Call Monitoring Analyst in Florence, Italy under the Customer & Contact Service sector. The ideal candidate should demonstrate a strong interest in service monitoring and performance review. Key requirements include:
• Ability to listen, analyze, and document call interactions
• Strong attention to detail and pattern recognition skills
• Willingness to support quality reporting and agent improvement
• Familiarity with call monitoring software and CRM systems
• A consistent, impartial, and improvement-oriented approach
This role suits individuals who are diligent, analytical, and eager to optimize customer service quality. We welcome applicants ready to maintain excellence in customer communication in Florence.
