We are an iGaming company with over three years of experience and a team of more than 1000 specialists. Our achievements include 8 major projects that are popular among our clients and successfully operate in Tier 1-3 countries.
The company attracts and values highly qualified specialists, which allows us to efficiently build processes and successfully expand our presence in new locations.
Join the team that launches new projects in various markets and shapes the future of the iGaming industry.
We are looking for an experienced Quality Control Manager to oversee the quality of chats and calls in our call center and support departments. Your role will involve evaluating the quality of customer service and providing recommendations for process improvements to ensure a high level of customer satisfaction.
Main Responsibilities:
- Evaluating the quality of chats and calls.
- Analyzing data and providing analytical reports.
- Working with ticket systems and customer communication tools such as chat, email, and phone.
- Providing recommendations for improving customer service quality and implementing these recommendations.
- Interacting with senior operators and the team lead to enhance customer service quality.
- Developing a KPI evaluation system for operators.
Candidate Requirements:
- At least 1 year of experience as a Quality Manager.
- Deep understanding of processes and quality standards.
- Data processing and analysis skills.
- Strong written and verbal communication and persuasion skills.
- Ability to conduct audits of customer service quality and provide recommendations for improvement.
- Experience in developing, implementing, and supporting training and development programs for managers.
- Experience with ticket systems and customer communication tools such as chat, email, and phone.
We Offer:
- Stable competitive salary.
- Paid training and development.
- Fixed work schedule (Monday to Friday, 10:00 - 19:00).
- Paid vacation and sick leave.
Contact for communication about the vacancy: yulia.sl@progamingsoftware.com
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