Workster is partnering with a global leader in customer experience solutions to find a meticulous and driven Quality Analyst (Italian-speaking) to join their Lisbon-based team.
If you’re passionate about service quality, data analysis, and performance coaching, this is your chance to contribute to the success of a high-performing international support operation.

Your Role

  • Monitoring and evaluating calls and other interactions in Italian to assess quality and compliance.
  • Analyzing performance data to identify trends and opportunities for improvement.
  • Providing actionable feedback to agents and team leaders based on audit results.
  • Collaborating with training teams to address recurring quality issues.
  • Reporting inconsistencies in scripting or procedures and supporting continuous improvement.
  • Participating in calibration sessions to ensure alignment in scoring and evaluations.
  • Maintaining accurate and structured documentation for audits and reports.
  • Supporting a culture of excellence by driving accountability and coaching-based development.

Your Qualifications

  • At least 12 months of experience as a Quality Analyst, Quality Assurance Auditor, or similar role in a contact center environment.
  • Native-level Italian and advanced English (both written and spoken).
  • Strong data analysis skills and attention to detail.
  • Excellent communication, organization, and problem-solving abilities.
  • Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
  • Ability to provide fair, constructive, and objective feedback.
  • Experience with quality assessment tools and scripting evaluation is a plus.
  • College degree or equivalent professional experience preferred.

The Offer

  • Full-time position, Monday to Friday, 09:00–18:00.
  • Hybrid model (on-site at Sete Rios for the first 2 months, then hybrid).
  • Dynamic, international work environment with growth opportunities.
  • Comprehensive training and onboarding.
  • Work with a leading brand in customer experience and digital transformation.