New Job 2024 at 10 Bet, Customer care QA Specialist

New Job 2024 at 10 Bet, Customer care QA Specialist
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;goldendeers.9A.928@applynow.io
Deadline for submitting CV is 23rd April, 2024.