Customer Service QA & Training Specialist

Customer Service QA & Training Specialist

RINASCENTE Milano, Italia Communication and Public Relations Hybrid

The Italian Department Store with the Best in Fashion, Beauty, Design, Gourmet Foods. Where shopping is inspiring and events are amazing. la Rinascente is the most prestigious and avant-garde chain of department stores in Italy. On May 26, 2016 la Rinascente in Milano has won the award for “The Best Department Store in the World”. The announcement was made in Zurich at the official awards ceremony of the Global Department Store Summit 2016.

The event, at its 5th edition, is organised by the Intercontinental Group of Department Stores (IGDS), the most important association of department stores with more than 40 members around the world, established in Switzerland in 1946. Our stores are creativity labs that give scope and visibility to new talents from the worlds of fashion and design. They are meeting places that are made richer by a great number of cultural and promotional events, which have strong ties with the local culture and the ‘esprit du temps’.

The QA & Training Specialist will report to the Customer Service Manager with the following responsibilities:

• Monitor and evaluate the quality of interactions handled by external Call Center agents through regular audits and performance assessments
• Oversee the daily operations of activities managed by Rinascente’s internal Customer Service team, ensuring efficiency and compliance with service standards
• Create, update, and maintain training materials to support agent development and knowledge consistency
• Analyze handling errors and implement a structured feedback process for Team Leaders to support continuous improvement
• Manage and update the Knowledge Base and FAQs, ensuring alignment with company policies, procedures, and updates
• Produce and deliver regular reporting on quality performance, case handling trends, and key service metrics
• Collaborate with cross-functional teams (e.g.: Logistics, IT, Legal, Omnichannel, Sales)

• Bachelor’s Degree
• Previous experience of 1 year in a similar role
• Familiarity with CRM tools would be a plus (e.g. Zendesk, Salesforce, etc.)
• Analytical mind
• Ability to work as part of a team and to work on own initiative