Rinascente è presente in Italia con nove prestigiosi Store in grandi palazzi storici nel cuore delle principali città. Molto più che negozi veri riferimenti per la città e per lo shopping di alto livello. Luoghi esclusivi nati per la città, con la città, nella città. Rinascente si apre al pubblico come una finestra sul mondo diventando il palcoscenico non solo della moda ma di un teatro ricco di novità, proposte uniche ed eventi. Ogni negozio si propone come una grande House of Brands per offrire un’esperienza unica nel suo genere.

Posizione:

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)

Requisiti:

• 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.)
• Fluent in English
• Excellent communication skills
• Analytical mind
• Ability to work as part of a team and to work on own initiative

Altre informazioni:

What we offer:

• Contract: 12-month fixed term contract
• Lunch card
• Employee discount

Location: Milan, Via Washington 70