Italian Quality Specialist Luxury Travel & Hospitality Brand; Nightshift- Work from Home

Position: Italian Quality Specialist for Luxury Travel & Hospitality Brand (Night shift)- Work from Home
Come and work with us.
We are looking for an  Italian Quality Specialist  to join our team.

Airbnb
Airbnb is a trusted online community marketplace for unique accommodation around the world, united to create a world where anyone can belong anywhere, offering exceptional homes and personalized  luxury travel experiences  through its  premium service .

Responsibilities

Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing, and evaluating calls

Provides appropriate feedback to CSRs on quality of service to ensure adherence to procedures and scripts with the aim of improving the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)

Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring

Reports script problems or questions to appropriate areas

Assists clients in monitoring specific programs as needed

Communicates with supervisors on program changes, and communicates CSR actions to supervisors for performance appraisals

Makes monthly call monitoring plan and executes this plan. Keeps track of what has been achieved

Provides relevant information for Monthly Quality Report

Provide feedback to the training department about issues arising from monitoring which have to be picked up when new agents are going to be trained

Acts at least half a day per week as CSR to keep up experience

Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs

Takes personal responsibility to understand and comply with all company and client security requirements and policies

Ensures that all team members (Foundever) comply fully with the security policies and requirements of Foundever and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified

Requirements

Previous experience in Luxury and Premium Support  - mandatory

Availibility to work Night shifts  - mandatory

Native or proficient level of  Italian  (C2)

Native or proficient level of  English  (C2)

Strong verbal and written communication skills

Strong Data Analysis skills

Detail Oriented

Strong verbal and written communication skills

Good organization/time management skills

Ability to work with a variety of people from diverse backgrounds

Ability to make fair and consistent judgments and decisions

Ability to solve problems and offer suggestions

Ability to influence behavior

Effective project management

Ability to adhere to all organizational policies and procedures

Ability to organize, prioritize and multi-task

Good knowledge of effective scripting

Logical and objective approach to call assessment

Able to effectively use Microsoft applications (ex: Word, Excel, Powerpoint, Project, Outlook, etc)

High-speed internet access and appropriate conditions for remote work

Education and Experience

College degree or related work experience, preferably as a Product Specialist/Mentor. Successful coaching and management of others

Benefits.

Competitive wages

Paid professional training

Employee discounts

Private healthcare & dental insurance (after six months of employment)

Growth opportunities through various development programs

Fun and engaging company-wide initiatives, including our Ever Better wellness program

Job stability

Life-long skills and experience

Excellent work culture

Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

Apply today!

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