[Hiring] QA Officer Customer Support @GROWE

Role Description

• Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers
• Be meticulous in identifying mistakes, areas of improvement, as well as underlining positive aspects when checking the Chats/Emails/Calls
• Provide detailed and structural feedback on the VIP CS/AM Agents' performance
• Be able to clearly express your point of view to those you evaluate
• Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents
• Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents
• Inform the Management about the cases requiring urgent attention
• Share your ideas/suggestions on improving the current processes of communication with VIP users
• Perform the tasks that are sometimes repetitive, yet involve the elements of creativity

Qualifications

• 1+ years of experience in Customer Support/Account Management departments
• English proficiency at an Upper-Intermediate level or higher
• Experience with the customer communications tools (ideally, Intercom and Unitalk)
• Experience in Gambling/Betting and/or advanced level of sports knowledge - would be a plus

Requirements

• Thoroughness, attention to detail
• Strong communication skills
• Self-organization and proactiveness
• Problem-solving skills

Company Description