B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.
Overview
The QA Agent will play a critical role in ensuring the delivery of exceptional customer service by conducting thorough quality assessments, providing constructive feedback, and implementing continuous improvement initiatives.
If you enjoy working in a fast-paced, rapidly growing business and delighting customers, you'll fit in perfectly.
Areas of Responsibility Serves as the quality expert of the Customer Support teamConduct process reviews/QA audits for CS agents' solved tickets to ensure quality and adherence to the policies and procedures.Provide feedback to the agents based on the findings of the monitoring through one-on-one coaching and/or team huddleConduct root cause analysis (RCAs) to reduce errors, create an action plan, and improve the SLA.Participates in regular internal and external calibration activitiesInvestigate negative feedback, customer complaints, and non-conformance issues and duly document appropriate recommendationsUpdate process documents from time to timePrepares weekly and monthly reports to communicate outcomes of quality activitiesEnsures that assigned QA audits are met on a timely basisParticipates in focused group discussions that aim to analyze and identify areas for improvement in the current QA systems and processesPerforms other duties and special projects as assigned. What we are looking for... iGaming/gambling experience is a must.Proven experience in a customer support or quality assurance role.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Detail-oriented with a commitment to accuracy.Familiarity with customer support software and tools.Ability to adapt to a fast-paced and dynamic work environment. Benefits Competitive salaryFlexibility and Remote Work Training and DevelopmentInternational Collaboration with our teams based around the worldFast growing business where the sky's the limit for your career