Overview

The QA Agent will play a critical role in ensuring the delivery of exceptional customer service by conducting thorough quality assessments, providing constructive feedback, and implementing continuous improvement initiatives.

If you enjoy working in a fast-paced, rapidly growing business and delighting customers, you’ll fit in perfectly.

Areas of Responsibility

• Serves as the quality expert of the Customer Support team

• Conduct process reviews/QA audits for CS agents' solved tickets to ensure quality and adherence to the policies and procedures.

• Provide feedback to the agents based on the findings of the monitoring through one-on-one coaching and/or team huddle

• Conduct root cause analysis (RCAs) to reduce errors, create an action plan, and improve the SLA.

• Participates in regular internal and external calibration activities

• Investigate negative feedback, customer complaints, and non-conformance issues and duly document appropriate recommendations

• Update process documents from time to time

• Prepares weekly and monthly reports to communicate outcomes of quality activities

• Ensures that assigned QA audits are met on a timely basis

• Participates in focused group discussions that aim to analyze and identify areas for improvement in the current QA systems and processes

• Performs other duties and special projects as assigned.

What we are looking for...

• iGaming/gambling experience is a must.

• Proven experience in a customer support or quality assurance role.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Detail-oriented with a commitment to accuracy.

• Familiarity with customer support software and tools.

• Ability to adapt to a fast-paced and dynamic work environment.

Benefits

• Competitive salary

• Flexibility and Remote Work 

• Training and Development

• International Collaboration with our teams based around the world

• Fast growing business where the sky's the limit for your career