Call Center Performance Analyst

About the role

The Call Center Performance Analyst monitors and improves the performance of external call‑center partners across Europe. You will analyse data, listen to calls and turn observations into actionable recommendations to boost order confirmation rates and agent productivity.

Key responsibilities

• Listen to daily call recordings, verify script compliance and score calls using AI transcription tools.
• Analyse KPIs such as confirmation rate, cancellations, delivery rate, answer rate and talk time, flag anomalies and investigate causes.
• Monitor agent login numbers versus order volume, identify staffing mismatches and recommend adjustments.
• Provide clear feedback to call‑center managers, suggest script improvements and request targeted training.
• Prepare daily and weekly performance reports and present practical recommendations.

Required profile

• Fluent English and Italian, both written and spoken.
• Analytical mindset with strong problem‑solving and independent decision‑making abilities.
• Attention to detail and ability to manage daily monitoring activities efficiently.

Required skills

• Proficiency in Excel or Google Sheets.
• Basic knowledge of AI tools such as ChatGPT for transcription and analysis.

What we offer

• Regular employment contract in accordance with Albanian legislation.
• Modern office space at Lake View Residence, Tirana.
• Opportunities for professional growth and increased responsibility.
• Hands‑on experience with data analysis, call‑center quality control and AI‑powered tools.