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Job Opportunity at 10 Bet, Customer care QA Specialist

 

Job Opportunity at 10 Bet, Customer care QA Specialist



JOB TITLE: Customer care QA Specialist
REQUIREMENTS:

  • English Written and spoken at mother tongue level.
  • Excellent Computer skills (knowledge of Microsoft Office tools).
  • Excellent interpersonal and communicational skills.
  • Presentation Skills
  • Capacity to learn, adapt and operate in a fast and dynamic environment.
  • Ability to cope under pressure and in a stressful environment.
  • Previous experience as a QA Specialist – a must.
  • Previous experience in the Gaming industry– an advantage.
  • Experience in Customer Care service – an advantage.
  • Ability to multi-task between different responsibilities and proven time management skills.
  • Training, monitoring and coaching skills

 
Responsibilities
 

  • Monitor customer service performance on the agent and team level;
  • Review a subset of support agents’ conversations (chats, emails, phone calls);
  • Assess support interactions based on internal standards;
  • Report support team’s performance to the Team Leader;
  • Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;
  • Identify training gaps and suggest training solutions to fill them;
  • Address clients’ feedback and follow up as needed;
  • Prepare weekly reports on the CS agents’ performance and report to the Team Leader;
  • Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;
  • Accompany evaluations with meaningful and constructive feedback;
  • Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;
  • Write procedures as needed based on identified gaps;
  • Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;
  • Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metricс, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;
  • Develop and expand the FAQ pages- internal & external.

 
How to Apply:
Interested applicants must send their resume to;[email protected]
Deadline for submitting CV is 23rd January 2022.
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