Quality Assurance
Há 2 dias
It's an exciting time to join Superbet, we're entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we're looking for a new colleague to partner with our team to bring these to life.
Job Summary:
We're looking for a Quality Assurance Analyst to make sure our BPO partners deliver top-notch support. You'll monitor chats, emails, and voice interactions, provide insights, and help improve processes. This role also includes supporting training initiatives and collaborating with operational managers to enhance overall customer
** This position is for work in Sao Paulo*
We're looking for someone with:
- Experience in customer service quality assurance, BPO management, or related fields; relevant studies or experience are also considered
- Familiarity with performance metrics for BPOs and multi-channel service evaluation.
- Strong writing skills for clear, concise, and customer-friendly knowledge base content that follows Superbet's brand style.
- Intermediate English (B1+) and experience with CRM tools like Zendesk.
- Comfortable using AI tools and automation to enhance quality assessment.
- Analytical, detail-oriented, proactive, and collaborative, with solid problem-solving skills.
What you'll be doing:
- Evaluate customer interactions across chat, email, and voice to ensure BPO partners meet performance metrics.
- Give actionable feedback to operational managers to improve service quality.
- Analyze trends in performance and suggest process improvements.
- Support training and development initiatives for BPO teams.
- Ensure consistent, high-quality service across all customer channels.
- Use automation and AI tools to increase evaluation efficiency and insight accuracy.
About Superbet Group
Superbet is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide. Established in 2008, in Romania, the Group operates in over 12 countries, with key markets in Romania, Belgium, Poland, Serbia, and Brazil.
Superbet's ambitious growth strategy currently focuses on expanding across Europe and Latin America while delivering immersive customer experiences and redefining ways to connect with its audience. Across international markets, the Group's global expansion strategy is driven by innovation, responsible technology, and a passion for supporting iconic sports clubs and athletes.
Global Recognition and Standards
In 2019, Blackstone Inc., the world's largest private equity firm, recognized Superbet's vision and achievements with a strategic minority investment of €175 million. In 2025, the company further strengthened its financial position through a 1.3 billion Euro refinancing agreement, reinforcing its partnerships with Blackstone and certain funds and accounts managed by HPS Investment Partners, paving the way for an accelerated global growth.
As a leader in compliance and best practices, Superbet Group is an active member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).
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