QA Analyst (Internal position)

This position is responsible of analyzing agent's interactions in detail across multiple channels to find areas of improvement and then use a variety of strategies to develop agents and improve the Customer Service operation.

Key Responsibilities

• •In collaboration with other positions like Trainers, Shift Managers or Floor Supports, create plans to develop agents
• •Monitor interactions to find strengths and areas of opportunity
• •Provide timely feedback to agents on sensitive topics
• •Implement strategies to guarantee adherence to our processes while maintaining an excellent customer service
• •Proactively develop and/or find areas of improvement on our internal processes and suggests changes
• •Validate changes in behavior after a new process has been implemented
• •Proactivity to keep management informed of findings on sensitive topics

Qualifications

• •Plus have experience in a special task (Verifications, WD, etc), as FS, as Social Media Agent or alike
• •No unjustified absences in the last 3 months
• •Must have maintained 90%+ QA score in the last 3 months
• •Must have maintained 90+ average correspondences in the last 3 months
• •Bachelor's degree
• •Excellent English written and spoken (90%+)
• •Dominion of the company's CRM tools (IMS and GenAdmin)
• •Strong communication and interpersonal skills, both written and verbal
• •Excellent time-management skills
• •Vast knowledge of our product (Casino and Sport Betting) and our CS processes
• •Advanced Microsoft Office skills