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. The role monitors, analyzes and improves the performance of external call center partners that contact customers and confirm orders for e-commerce products. It is not a call center agent or sales position: no phone calls, selling or customer contact. The job is on site, Monday to Friday, 9:00 AM to 5:00 PM.

Key responsibilities

• Listen to daily call recordings and verify that agents follow approved scripts, give correct prices and handle objections well
• Analyze KPIs such as confirmation rate, cancellations, delivery rate, call volume, answer rate and talk time, and compare performance across agents, call centers and countries
• Monitor active and logged-in agents so staffing matches order volume, and recommend replacing underperforming agents
• Give structured feedback to call center managers, suggest script and procedure improvements, and request training or coaching
• Prepare daily and weekly reports and use spreadsheets, dashboards, CRM and dialer systems to track progress

Required profile

• Fluent English, written and spoken (mandatory)
• Italian, enough to communicate with the team (mandatory)
• Analytical, proactive and results-oriented, able to take independent decisions
• Nice to have: call center, customer service or quality control experience; other European languages

Required skills

• Basic knowledge of AI and familiarity with tools such as ChatGPT
• Good knowledge of Excel or Google Sheets
• Analytical reading of data, KPIs and reports

What we offer

• Salary of 800 to 1,200 EUR per month with prospects for progression
• Regular employment contract under Albanian law
• Modern office at Lake View Residence, Tirana, and an international team

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