About this role

Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;
Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls;
Provide detailed and structural feedback on the VIP CS/AM Agents' performance;
Be able to clearly express your point of view to those you evaluate;
Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents;
Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents;
Inform the Management about the cases requiring urgent attention;
Share your ideas/suggestions on improving the current processes of communication with VIP users;
Perform the tasks that are sometimes repetitive, yet involve the elements of creativity.

1+ years of experience in Customer Support/Account Management departments;
English proficiency at an Upper-Intermediate level or higher;
Experience with the customer communications tools (ideally, Intercom and Unitalk);
Experience in Gambling/Betting and/or advanced level of sports knowledge
would be a plus.

QA Officer, Customer Support

Key skills