Quality Assurance Agent

2 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Patrianna Tempo inteiro
**About Patrianna**
Patrianna is a fast-growing global business on a mission to deliver life-changing moments of joy to our customers. We're proudly headquartered in Gibraltar, at the southern tip of Europe—but we think beyond borders, recruiting top talent from anywhere in the world.
At Patrianna, you'll join a driven and collaborative team where ownership is encouraged, learning is constant, and your work has real impact. We believe in empowering people to thrive—personally and professionally—through trust, autonomy, and shared purpose.
**Overview**
We're looking for a QA Agent who's passionate about customer experience and eager to play a key role in raising the bar for quality. This role ensures that every customer interaction meets the highest standards through deep audits, clear feedback, and continuous improvement.
If you thrive in a fast-paced environment where your insights directly influence how we grow and improve—you'll fit right in.
**What You'll Be Doing**
- Act as the quality expert within the Customer Support team, driving best practices and consistency.
- Conduct regular QA audits of solved tickets to ensure they meet policy and process standards.
- Deliver actionable feedback via one-on-one coaching and team huddles to drive individual and team development.
- Perform root cause analyses (RCAs) to identify systemic issues and implement improvements that reduce errors.
- Participate in calibration sessions to align quality expectations across internal and external partners.
- Investigate negative feedback and customer complaints, providing well-documented recommendations.
- Maintain and update QA process documentation as workflows evolve.
- Prepare weekly and monthly reports that highlight trends, gaps, and improvements.
- Contribute to group discussions focused on refining QA frameworks and identifying growth opportunities.
- Support special projects or tasks that arise—bringing flexibility and initiative to the role.
**What You Bring**
- **iGaming or gambling industry experience is a must.**:
- Proven experience in a customer support or QA-related role.
- Strong analytical skills and a proactive problem-solving mindset.
- Excellent communication skills with a knack for delivering clear and constructive feedback.
- High attention to detail and a commitment to maintaining accuracy and consistency.
- Comfort with customer support tools and systems.
- Ability to work independently in a dynamic, remote-first environment.
**Why Join Patrianna?**
- **Growth & Continuous Learning**
Learn by doing, take ownership of projects, and grow your career in a supportive, fast-evolving team.
- **Ego-Free Collaboration**
Work with people who value respect, open communication, and shared success—no egos, no politics.
- **Ownership & Accountability**
Be trusted to lead, contribute ideas, and deliver real outcomes. Your voice and actions matter here.
- **Purpose & Impact**
You're not just checking boxes—you're helping shape meaningful experiences for our customers every day.
- **Flexibility & Rewards**
Enjoy the freedom to work in ways that suit you, backed by a culture that recognises effort and celebrates impact.
**What We Offer**
- Competitive salary
- Remote and flexible working environment
- Ongoing training and development opportunities
- A truly international, collaborative culture
- A high-growth environment where your career can take off

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