Customer Support Trainer

EnergyCasino is a well-established, innovative online casino based on the sunny island of Malta.
Over the years, we've strived to provide our customers with a first class gaming experience while helping our employees grow and achieve their career goals.
We pride ourselves on being a customer-focused company, committed to providing exceptional service to our customers, and therefore We are looking for a detail-oriented and analytical **Customer Support Trainer and QA Analyst** to join our team and play a key role in improving the quality of our Customer Support Department.
**DUTIES**:
- Create, update, and improve training materials for onboarding and upskilling Customer Support team members.
- Deliver comprehensive training sessions for new hires within the Customer Support department, or any other department as required, ensuring they are well-prepared to excel in their roles.
- Conduct ongoing refresher training and workshops to address knowledge gaps and reinforce best practices.
- Monitor customer satisfaction to ensure the delivery of the highest quality support standards.
- Conduct quality assessments and spot checks on customer interactions to identify areas for improvement.
- Prepare and analyze monthly quality reports, providing insights and actionable recommendations.
- Review processes and identify opportunities to enhance the customer journey across all brands.
- Develop and implement strategies to improve customer support efficiency, consistency, and accuracy.
- Provide detailed and constructive feedback to Customer Support Agents and Shift Leaders to drive continuous improvement.
- Collaborate with team leads and management to refine workflows and implement best practices.
- Ensure the correct quantity and quality monitoring is completed during periods without active training sessions.
- Maintain discretion and confidentiality when handling sensitive information or interactions.
**KEY COMPETENCIES**:
- A minimum of 2 years experience working within the online gaming industry is required, ideally with previous experience working within customer support.
- Must have excellent command of English (spoken and written).
- A native level of one of the following languages will be considered an asset: Hungarian/Polish/German.
- Knowledge working with Live Agent, Asana, Pointer Pro and Microsoft Office is considered a big plus.
- Strong working knowledge of Microsoft Office platforms
- Advanced IT knowledge and capabilities to create, present, and distribute training materials.
- Must have the ability to present ideas and recommendations for business.
- Good interpersonal skills with the ability to build strong relationships within the team and other departments
- Must have the desire to deliver the best customer experience in the industry.
- Knowledge of customer support best practices and industry standards.
- Must have a dynamic and positive personality, motivated and flexible work style.
- Ability to multitask and prioritize own workload to meet required deadlines, as well as eye for detail.
- Expert public speaking skills.
- Additional certification in training is considered a plus.
**WHAT WE OFFER**:
- Initial in-depth onboarding training;
- Funding for training and self-development;
- Fruit, snacks, and Monday breakfasts;
- Company taxi for late shifts or for work related events;
- Private Hospital and Clinic Health Insurance;
- 6 weeks per year working from abroad;
- 4 weeks of Parental Leave for new Dads;
- Option of 1 month working on reduced hours after Maternity Leave;
- 1 day of Birthday leave;
- 5 days of child sick leave for parents;
- Referral Compensation;
- Short Summer Fridays;
- Added Leave Day For Voluntary Work.
- Do your research,
- Be selective,
- Take time to perfect your CV and Cover Letter,
- Show interest during the Recruitment process.
In light of the requirements under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons concerning the processing of personal data (GDPR), we kindly inform you that:
- The personal data that we are provided with is used by us only for the following purposes: recruitment processes, the performance of our duties arising from the provisions of the law relating to employing workers and establishing cooperation, and, potentially, also to establish, pursue and defending claims made against us.
- We can make our employees' data available to entities and bodies to which we are obligated to transfer the data under the provisions of the law, as well as entities that render services on our behalf that are necessary to conduct business (e.g. accounting, legal services, services related to benefits concerning medical care, insurance and access to recreational facilities, etc.).
- We will only keep personal data stored for as long as is reasonably necessary to carry out the purposes and legal obligations outlined in this clause.
- In the case of recruitment - we will keep your