Quality Assurance Analyst

Employer: Superbet
Domain:
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 11.04.2021
    Short company description

    Superbet is the largest sports betting operator in Romania, with offices in UK, Poland, Austria, Croatia, Serbia, Cyprus, and Malta.

    Keeping the ball rolling since 2008, our team now consists of more than 4.000 people who are the major driving forces behind our success.

    Requirements

    1 year similar role experience
    2-3 years Call Center Experience
    Excellent verbal, written and interpersonal communication skills;
    Outstanding customer service skills and dedication to providing exceptional customer care;
    Must be self-motivator and self-starter;
    Focus on quality and customer service;
    Exceptional listening and analytical skills;
    Creative ability & writing proficiency;
    Must be proficient with Microsoft Office (intermediate Word, basic Excel and PowerPoint).

    Responsibilities

    Participates in design of call/chat monitoring formats and quality standards.
    Prepares and analyzes internal and external quality reports for management staff review.
    Provides feedback to customer support team leaders and managers.
    Participates in customer listening programs to identify customer needs and expectations.
    Identifies and addresses potential customer interaction issues
    Coordinates and facilitates call calibration sessions for customer support staff.
    Prepares and analyzes internal and external quality reports for management staff review.
    Perform other duties as assigned.