VIP QA Officer
Posted 2025-04-05Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;
Be meticulous in identifying mistakes, and 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 express your point of view to those you evaluate clearly;
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;Â
Perform tasks that are sometimes repetitive, yet involve the elements of creativity.
Advanced level of English;
At least 2 years of experience in Customer Support/Account Management departments;
Experience with the customer communications tools (ideally, Intercom and Unitalk);
Experience in Gambling/Betting and/or advanced level of sports knowledge;
Experience collaborating with multinational teams to identify opportunities for optimizing processes and gaining efficiency.
Thoroughness, attention to detail;
Strong communication skills;
Analytical skills;
Problem-solving skills;
Self-organization and proactiveness.
GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.
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