Call Center Performance Analyst

About the role

A company with 10 years of experience in digital marketing and e-commerce is hiring a Call Center Performance Analyst in Tirana, Albania. The role monitors, analyzes and improves the performance of external call center partners that contact customers and confirm orders; it is not a call center agent or sales position. The job is on site, Monday to Friday, 9:00 AM to 5:00 PM, under a regular employment contract.

Key responsibilities

• Listen to daily call recordings, check that agents follow approved scripts and procedures, and evaluate communication quality, objection handling and order-saving attempts.
• Analyze KPIs such as confirmation rate, cancellations, delivery rate, number of calls, answer rate and talk time, and compare performance across call centers, countries and agents.
• Monitor the number of active and logged-in agents and recommend staffing adjustments, as well as replacing agents who stay below target after feedback and coaching.
• Give structured feedback to call center managers, suggest improvements to scripts and procedures, and request additional training or coaching.
• Prepare daily and weekly reports and present practical recommendations, using spreadsheets, dashboards, CRM and dialer systems and AI tools.

Required profile

• Fluent English, written and spoken (mandatory).
• Italian language skills sufficient to communicate with the team (mandatory).
• Analytical, proactive and results-oriented, able to take independent decisions and solve problems.
• Nice to have: previous experience in call centers, customer service or performance analysis, and other European languages.

Required skills

• Basic knowledge of artificial intelligence and familiarity with AI tools such as ChatGPT.
• Good knowledge of Excel or Google Sheets.
• Ability to read data, KPIs and reports and to spot problems and opportunities.

What we offer

• Salary of EUR 800-1,200 per month with prospects for career and salary progression.
• Regular employment contract in line with Albanian legislation.
• Modern office at Lake View Residence, Tirana, and an international team.
• Hands-on experience in data analysis, call center quality control and operational optimization.

To apply, send your CV, a short introduction and your expected monthly net salary and earliest start date by email.