Job description:
Customer Support Quality Assurance Manager should monitor and provide actionable insights to the agents. Through monitoring, they will gather information to improve agent performance and use evaluation forms to capture insights from these interactions.
Responsibilities:
✔️ Overseeing a team of up to 15 customer support agents;
✔️ Reviewing and evaluating chats and emails according to the company standards;
✔️ Identifying areas of improvement for the customer support agents and providing coaching and recommendations to them to improve the experience of the customers;
✔️ Conducting regular audits of Live Chat customer interactions and providing effective feedback to the customer support agents to improve their performance;
✔️ Holding regular 1 to 1s with their agents;
✔️ Develop and implement tracking and reporting methods to track and analyze key performance metrics for the department, such as working time, quality, and productivity of the agents;
✔️ Preparing weekly and monthly working schedules for the customer support agents.
Qualifications:
✔️ Excellent written and verbal knowledge of Romanian and English;
German, Italian, Spanish,French, Arabic, Swedish, Norwegian, Danish, Hungarian, or Polish, is considered an advantage;
✔️ iGaming experience;
✔️ Customer Support experience in QA;
✔️ Ability to work and cooperate in a fast-paced environment with a lot of daily updates;
✔️ Office-based is a must.
✅ Why join us? We offer:
- Up to 50% monthly bonuses;
- Snacks in the Office;
- 24 days of vacation per year;
- Paid sick leave;
- Attractive office location and facilities;
- Private health insurance;
- Breakfasts and lunches in the office (partially paid for by the Company);
- Language classes (partially paid for by the Company);
- Social Club of the Company;
- Birthday, wedding, and newborn gifts;
- Team-building events and activities;
- Career growth opportunities (promotion to Mid and Senior agent).
And much more, tailored to support and enhance your life and career!
