Quality Assurance - Customer Support

- Experience as a Quality Assurance Specialist
- Bachelor’s degree preferred
- Knowledge of QA terms, tools, and methodologies
- Analytical skills
- Problem-solving and decision-making skills
- Customer service competency and skills
- Ability to work in team
- Outstanding verbal and written communication skills
- Experience in gambling it’s an advantage

- Outline quality assurance policies and procedures
- Monitoring, listening, and scoring the outbound communication (calls, chats, and emails).
- Evaluating whether processes are being followed and the solutions offered by the agents are in line with our standards.
- Elaborate the procedures of sampling and guidelines for collection and reporting quality data
- Oversee the implementation and ensure efficiency of inspection and quality systems
- Inspect data to detect areas for improvement
- Elaborate, recommend, and oversee improvement actions
- Report on results of quality activities
- Analyze audit outcomes and carry out appropriate corrective procedures