Job Opportunity: Call Center Performance Analyst
Location: Lake View Residence, Tirana, Albania
Working Hours: 9:00 AM to 5:00 PM (8 hours)
Work Model: On site (Monday to Friday)
Contract: Regular Employment Contract
Important: This is NOT a call center agent or sales position. You will NOT make phone calls, sell products or contact customers. Your role is to monitor, analyze and improve the performance of our external call center partners.
About Us
We are a company with 10 years of experience in digital marketing and e-commerce, helping businesses grow their online sales through performance-driven marketing strategies and a strong network of partners across multiple European markets.
Our business focuses exclusively on e-commerce and physical products. We support companies selling consumer products online, working with external call centers that contact customers and confirm their orders.
We do not operate in trading, crypto, financial investments, financial services or other unrelated industries.
Our team is international, dynamic and close-knit. Our offices are located at Lake View Residence in Tirana, offering a modern, comfortable and inspiring working environment.
Your Role
As a Call Center Performance Analyst, you will monitor the daily work of our partner call centers across Europe, make sure quality standards are respected, and help them get better results.
You will work closely with our internal team and the call center managers: listening to calls, following agent and team numbers, spotting problems early and turning what you find into clear actions.
Your main objective will be to turn data and daily observations into concrete actions, helping increase order confirmation rates, improve delivery performance and optimize agent productivity.
A Typical Day
- Check yesterday’s results by call center, country and agent, and flag anything unusual.
- Check how many agents are logged in and working compared with the orders coming in.
- Listen to a sample of calls, using AI transcription and translation tools, and score them against the script.
- Send clear feedback to call center managers, with call references and what needs to change.
- Follow up on earlier feedback to check whether results actually improved.
Key Responsibilities
1. Call Monitoring & Quality Assurance
- Listen to recordings of calls made by agents at our partner call centers every day.
- Verify that agents follow the approved scripts and procedures, and give correct prices and product information.
- Evaluate communication quality, objection handling and how agents try to save an order before it is cancelled.
- Identify non compliant behaviors and recommend corrective actions, with concrete examples.
2. Performance Monitoring & KPI Analysis
- Monitor the daily performance of individual agents and call centers.
- Analyze key performance indicators such as confirmation rate, cancellations, delivery rate, number of calls, answer rate and talk time.
- Identify the highest and lowest performing agents, and understand what makes the difference.
- Compare performance across call centers, countries and agents.
- Detect anomalies and sudden changes in performance, and investigate their causes.
3. Agent Monitoring & Workforce Optimization
- Monitor the number of active and logged in agents throughout the day.
- Ensure staffing levels match the volume of orders in each country.
- Identify situations where call centers are overstaffed or understaffed.
- Analyze individual agent productivity to identify inefficiencies.
- Recommend the replacement of agents who stay below target after feedback and coaching.
4. Performance Improvement & Agent Training
- Provide structured feedback to call center managers on agent performance.
- Recommend improvements to scripts and procedures based on real calls.
- Request additional training or coaching for agents who need it.
- Measure whether results improve after corrective actions are introduced.
5. Reporting & Operational Analysis
- Prepare daily and weekly reports on call center performance.
- Highlight operational issues, anomalies and improvement opportunities.
- Present clear analyses with practical recommendations.
- Use spreadsheets, dashboards, CRM and dialer systems, and AI tools to make monitoring faster and smarter.
What We’re Looking For
We are looking for a motivated, analytical, proactive and results oriented person who enjoys a fast paced environment and is comfortable making independent decisions.
We are not looking for someone who only prepares reports. We want someone who can identify problems, understand their causes and propose practical solutions.
Requirements:
- 🇬🇧 Fluent English (mandatory), both written and spoken.
- 🇮🇹 Italian language skills (mandatory), enough to communicate effectively with the team.
- Basic knowledge of Artificial Intelligence and familiarity with AI tools such as ChatGPT.
- Spreadsheets: good knowledge of Excel or Google Sheets.
- Analytical Skills: ability to read data, KPIs and reports to identify problems and opportunities.
- Independent Decision Making: ability to take initiative and solve problems without constant supervision.
- Problem Solving: a practical, solution oriented mindset.
- Teamwork: strong communication and collaboration with colleagues and international partners.
- Organization & Attention to Detail: accuracy and the ability to manage daily monitoring activities efficiently.
Nice to Have (Not Mandatory):
- Previous experience in call centers (as agent, team leader or quality controller), customer service or performance analysis.
- Familiarity with sales KPIs, CRM systems, dialers and dashboards.
- Other European languages such as German, Spanish, Polish, Romanian, Bulgarian, Greek, Hungarian or Croatian. Every extra language is a strong advantage when listening to calls.
Working Schedule
- Monday to Friday: 9:00 AM to 5:00 PM, at our office in Lake View Residence, Tirana.
What We Offer
- Salary: to be agreed based on experience and skills. Please include your expected monthly net salary in your application.
- Regular Employment Contract: in accordance with Albanian legislation.
- Modern Office: a comfortable and pleasant workspace at Lake View Residence, Tirana.
- Established Company: 10 years of experience in digital marketing and e-commerce.
- International Team: work with experienced professionals and partners across many European markets.
- Hands on Experience: real skills in data analysis, call center quality control and operational optimization.
- Digital & AI Experience: practical work with digital tools and AI powered solutions.
- Professional Growth: more responsibility as you prove yourself.
- Dynamic Environment: a team where initiative, responsibility and problem solving are valued.
Job Opportunity: Call Center Performance Analyst
Location: Lake View Residence, Tirana, Albania
Working Hours: 9:00 AM to 5:00 PM (8 hours)
Work Model: On site (Monday to Friday)
Contract: Regular Employment Contract
Important: This is NOT a call center agent or sales position. You will NOT make phone calls, sell products or contact customers. Your role is to monitor, analyze and improve the performance of our external call center partners.
About Us
We are a company with 10 years of experience in digital marketing and e-commerce, helping businesses grow their online sales through performance-driven marketing strategies and a strong network of partners across multiple European markets.
Our business focuses exclusively on e-commerce and physical products. We support companies selling consumer products online, working with external call centers that contact customers and confirm their orders.
We do not operate in trading, crypto, financial investments, financial services or other unrelated industries.
Our team is international, dynamic and close-knit. Our offices are located at Lake View Residence in Tirana, offering a modern, comfortable and inspiring working environment.
Your Role
As a Call Center Performance Analyst, you will monitor the daily work of our partner call centers across Europe, make sure quality standards are respected, and help them get better results.
You will work closely with our internal team and the call center managers: listening to calls, following agent and team numbers, spotting problems early and turning what you find into clear actions.
Your main objective will be to turn data and daily observations into concrete actions, helping increase order confirmation rates, improve delivery performance and optimize agent productivity.
A Typical Day
- Check yesterday’s results by call center, country and agent, and flag anything unusual.
- Check how many agents are logged in and working compared with the orders coming in.
- Listen to a sample of calls, using AI transcription and translation tools, and score them against the script.
- Send clear feedback to call center managers, with call references and what needs to change.
- Follow up on earlier feedback to check whether results actually improved.
Key Responsibilities
1. Call Monitoring & Quality Assurance
- Listen to recordings of calls made by agents at our partner call centers every day.
- Verify that agents follow the approved scripts and procedures, and give correct prices and product information.
- Evaluate communication quality, objection handling and how agents try to save an order before it is cancelled.
- Identify non compliant behaviors and recommend corrective actions, with concrete examples.
2. Performance Monitoring & KPI Analysis
- Monitor the daily performance of individual agents and call centers.
- Analyze key performance indicators such as confirmation rate, cancellations, delivery rate, number of calls, answer rate and talk time.
- Identify the highest and lowest performing agents, and understand what makes the difference.
- Compare performance across call centers, countries and agents.
- Detect anomalies and sudden changes in performance, and investigate their causes.
3. Agent Monitoring & Workforce Optimization
- Monitor the number of active and logged in agents throughout the day.
- Ensure staffing levels match the volume of orders in each country.
- Identify situations where call centers are overstaffed or understaffed.
- Analyze individual agent productivity to identify inefficiencies.
- Recommend the replacement of agents who stay below target after feedback and coaching.
4. Performance Improvement & Agent Training
- Provide structured feedback to call center managers on agent performance.
- Recommend improvements to scripts and procedures based on real calls.
- Request additional training or coaching for agents who need it.
- Measure whether results improve after corrective actions are introduced.
5. Reporting & Operational Analysis
- Prepare daily and weekly reports on call center performance.
- Highlight operational issues, anomalies and improvement opportunities.
- Present clear analyses with practical recommendations.
- Use spreadsheets, dashboards, CRM and dialer systems, and AI tools to make monitoring faster and smarter.
What We’re Looking For
We are looking for a motivated, analytical, proactive and results oriented person who enjoys a fast paced environment and is comfortable making independent decisions.
We are not looking for someone who only prepares reports. We want someone who can identify problems, understand their causes and propose practical solutions.
Requirements:
- 🇬🇧 Fluent English (mandatory), both written and spoken.
- 🇮🇹 Italian language skills (mandatory), enough to communicate effectively with the team.
- Basic knowledge of Artificial Intelligence and familiarity with AI tools such as ChatGPT.
- Spreadsheets: good knowledge of Excel or Google Sheets.
- Analytical Skills: ability to read data, KPIs and reports to identify problems and opportunities.
- Independent Decision Making: ability to take initiative and solve problems without constant supervision.
- Problem Solving: a practical, solution oriented mindset.
- Teamwork: strong communication and collaboration with colleagues and international partners.
- Organization & Attention to Detail: accuracy and the ability to manage daily monitoring activities efficiently.
Nice to Have (Not Mandatory):
- Previous experience in call centers (as agent, team leader or quality controller), customer service or performance analysis.
- Familiarity with sales KPIs, CRM systems, dialers and dashboards.
- Other European languages such as German, Spanish, Polish, Romanian, Bulgarian, Greek, Hungarian or Croatian. Every extra language is a strong advantage when listening to calls.
Working Schedule
- Monday to Friday: 9:00 AM to 5:00 PM, at our office in Lake View Residence, Tirana.
What We Offer
- Salary: to be agreed based on experience and skills. Please include your expected monthly net salary in your application.
- Regular Employment Contract: in accordance with Albanian legislation.
- Modern Office: a comfortable and pleasant workspace at Lake View Residence, Tirana.
- Established Company: 10 years of experience in digital marketing and e-commerce.
- International Team: work with experienced professionals and partners across many European markets.
- Hands on Experience: real skills in data analysis, call center quality control and operational optimization.
- Digital & AI Experience: practical work with digital tools and AI powered solutions.
- Professional Growth: more responsibility as you prove yourself.
- Dynamic Environment: a team where initiative, responsibility and problem solving are valued.
