QA Analyst (Internal position)

This position is responsible of analyzing agent's interactions in detail across multiple channels to find areas of improvement and then use a variety of strategies to develop agents and improve the Customer Service operation. 
 

Key Responsibilities
•In collaboration with other positions like Trainers, Shift Managers or Floor Supports, create plans to develop agents
•Monitor interactions to find strengths and areas of opportunity
•Provide timely feedback to agents on sensitive topics
•Implement strategies to guarantee adherence to our processes while maintaining an excellent customer service
•Proactively develop and/or find areas of improvement on our internal processes and suggests changes
•Validate changes in behavior after a new process has been implemented
•Proactivity to keep management informed of findings on sensitive topics

Qualifications:

•Plus have experience in a special task (Verifications, WD, etc), as FS, as Social Media Agent or alike
•No unjustified absences in the last 3 months
•Must have maintained 90%+ QA score in the last 3 months
•Must have maintained 90+ average correspondences in the last 3 months
•Bachelor's degree
•Excellent English written and spoken (90%+)
•Dominion of the company's CRM tools (IMS and GenAdmin)
•Strong communication and interpersonal skills, both written and verbal
•Excellent time-management skills
•Vast knowledge of our product (Casino and Sport Betting) and our CS processes
•Advanced Microsoft Office skills