Italian Quality Specialist for Luxury Travel & Hospitality Brand (Nightshift)- Work from Home, Italy

Job description

Come and work with us. We are looking for a Italian Quality Specialist to join our team. 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 . As a customer service specialist in this project, your daily responsibilities will include: ‎ - 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....