Customer Service QA

Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO

**Company Overview**:
Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for a dynamic _Customer Service QA & AI Specialist_

**Position Overview**:
We are seeking a proactive and detail-oriented _QA and AI Specialist_ to join our Customer Service team. This role is responsible for leading the implementation and optimization of AI-driven customer service tools (including live chat and helpdesk systems), as well as developing and managing quality assurance processes using Scorebuddy. Additionally, this person will play a key role in generating data-driven insights and reports - leveraging AI tools - to support Product, Marketing, and the Customer Support strategy.

**Responsibilities**:
**AI Implementation & Optimization**:

- Lead the deployment and ongoing optimization of AI solutions such as Live Chat, Helpdesk bots, and automation tools within the CS environment.
- Collaborate with the Customer Service Manager and IT/engineering teams to ensure seamless integration of AI tools with existing systems.
- Monitor and evaluate AI performance, continuously improving workflows and efficiency.
- Train support staff on new AI tools and update documentation regularly.

**Quality Assurance (QA) Management**:

- Take ownership of the implementation and configuration of **Scorebuddy** as the QA platform for customer support interactions.
- Collaborate with the CS Manager to develop effective QA **scorecards** that align with business goals and customer service standards.
- Conduct regular reviews of customer-agent chat transcripts, assessing quality based on scorecard criteria.
- Identify trends, provide coaching insights, and support training efforts to improve agent performance and customer satisfaction.
- Generate and present QA reports with actionable insights to key stakeholders.

**Cross-Functional Insights & Reporting**:

- Use AI-driven analysis to identify patterns, issues, and opportunities in customer interactions.
- Create regular and ad-hoc reports highlighting key insights for the **Product and Marketing teams**, with actionable recommendations.
- Work closely with cross-functional teams to relay customer feedback trends that could inform product development, UX improvements, and campaign strategy.
- Suggest process and experience improvements for **Casumo** based on findings from QA evaluations and AI-powered insights.

**Requirements**:

- Proven experience in a QA, customer service operations, or AI support role.
- Familiarity with customer support tools and AI platforms for chat and automation.
- Experience using QA platforms such as **Scorebuddy** is highly preferred.
- Strong analytical and problem-solving skills, with high attention to detail.
- Ability to translate technical capabilities into customer service enhancements.
- Excellent communication and interpersonal skills.

**Nice to Have**:

- Experience with AI training models or chatbot development.
- Background in data analysis or reporting tools (e.g., Excel, Looker, Power BI).
- Experience creating dashboards or using natural language processing (NLP) tools to extract insights from support data.
- Experience working in a fast-paced digital or gaming environment.

**The Perks**

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces In addition to that, you’ll enjoy:

- Private health insurance
- Wellness incentives, including a fitness allowance and mental well-being services
- Flexible national holidays: public holidays mean more time off, choose how and when to enjoy them
- 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely
- Gourmet lunches and healthy snacks prepared by our in-house chef
- Variety of discounts from local vendors
- Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
- A range of training courses, known as Casumo College, for continuous learning and growth
- Social events for building strong relationships with colleagues from all across the organisation

**Our ABC values**:
**ASPIRE**

At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the ne