Quality Control Analyst
2 semanas atrás
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 markets.
We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there'll be no average day for you. Ready to Press Play on Potential?
**Let's start with the role**:
The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO's Customer Service.
Rooted in the principles of continuous improvement, the department is committed to refining and enhancing the services, processes, and products offered by Kaizen.
Our organizational structure is purposefully designed to oversee, maintain and elevate the quality of the customer experience. It involves assessing effectiveness and enhancing operational efficiency in tandem with our commitment to quality improvement.
As a Quality Control Analyst within this framework, your role is pivotal in ensuring the consistent quality of the company's Customer Service department. You will be actively involved in the ongoing evaluation and refinement of processes, as well as the continuous improvement of the skills possessed by our Customer Service agents.
**As a Quality Control Analyst you will**:
- Conduct daily monitoring of all communication channels within the Services Department (Customer Service, Customer Service Inbound);
- Continuously evaluate the work of agents, focusing on improving communication skills and knowledge through quality evaluations;
- Actively participate in QC projects to enhance their effectiveness;
- Serve as a project officer in order to deliver specific tasks assigned;
- Raise awareness and escalate on any incident including non-conformity or near-miss;
- Coach agents about handling complaints and difficult cases;
- Conduct data analysis and report findings/insights to various stakeholders;
**What you'll bring**:
- Solid experience in Quality Control;
- Experience using MS Office;
- Strong command of the English and Brazilian Portuguese languages;
- Outstanding analytical and problem-solving skills;
- Highly developed attention to detail;
- Effective communication and interpersonal skills;
- Learning to understand and anticipate customer needs, and providing excellent service;
- Familiarity with QA tools like JIRA, TestRail, Selenium, or Postman will be considered an asset;
- Experience in the gaming industry will be considered an asset;
**Kaizen Gaming Perks**
Hybrid way of working
A buddy will support you with your onboarding
Competitive pay and bonus scheme
- Private health insurance for you and your family
Monthly meal allowance
- Developmental 360° feedback framework
Unlimited access to Udemy & continuous training
**#LI-Hybrid**
**#LI-Promote**
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