Italian speaking Customer Success Advisor VAC-18941M

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Job Overview

Our client in Nicosia, an established CySEC regulated Forex Company is looking for an Italian speaking Junior Quality Assurance Officer to join its fast-growing team. The successful candidate will be monitoring sales process for Italian clients.

Responsibilities:
Monitors then grades phone-calls and e-mail exchanges to establish if the company’s employees make use of proper techniques in achieving their goals and targets
Reviews the staff’s work quality by making use of call recording systems and applications
Provides data to the management team on daily call monitoring
Works with the team members to ensure either positive or negative feedback on monitored calls and emails
Identifies opportunities for improvement on performance, procedures and customer experience, based on root cause analysis
Creates daily reports to outline the number of calls available in all systems and highlights the performance level for each recording that is analysed
Performs root call analysis on missed quality goals
Develops and recommends action plans to reduce or eliminate the root cause and improve operational performance
Reports to the COO and upper management
Stays current with relevant guidelines, policies and all regulation changes that may occur
Conducts all assigned job duties in a timely and productive manner
Provides, upon request, trainings for new Quality Assurance agents
Ensures compliance with all Company quality procedures and guidelines, including, but not limited to Quality Policy and Code of Business Conduct and Ethics

Requirements:
University / College Degree in Business or other related field
Fluency in Italian and English
Excellent presentation and persuasive skills
Excellent quantitative and analytical skills
Ability to organize work, set priorities and work effectively in a diverse environment
Disciplined, self-motivated & reliable; able to stay focused on a task and work independently
Motivated to perform quality work
Diligent about arriving to work on time and completing assigned tasks in a timely manner
Possesses a can-do attitude with excellent interpersonal skills and the ability to interact and build strong working relationships within all levels of the organization
Ability to work in a team environment and adapt to changing workload and circumstances effectively
Able to respond to new information quickly
Proficient in Word, Excel, Power Point, and Outlook required
Knowledge of relevant regulatory requirements

The working days are from Monday to Friday, 9am – 6pm

To apply for this vacancy please send your CV to admin@smstaffmatters.com with subject: Italian speaking Customer Success Advisor VAC-18941M

Only candidates can apply for this job.

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