CS QA Agent

B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.

Overvie

wThe QA Agent will play a critical role in ensuring the delivery of exceptional customer service by conducting thorough quality assessments, providing constructive feedback, and implementing continuous improvement initiatives

.If you enjoy working in a fast-paced, rapidly growing business and delighting customers, you’ll fit in perfectly

.
Areas of Responsibili

• tyServes as the quality expert of the Customer Support te
• amConduct process reviews/QA audits for CS agents' solved tickets to ensure quality and adherence to the policies and procedure
• s.Provide feedback to the agents based on the findings of the monitoring through one-on-one coaching and/or team hudd
• leConduct root cause analysis (RCAs) to reduce errors, create an action plan, and improve the SL
• A.Participates in regular internal and external calibration activiti
• esInvestigate negative feedback, customer complaints, and non-conformance issues and duly document appropriate recommendatio
• nsUpdate process documents from time to ti
• mePrepares weekly and monthly reports to communicate outcomes of quality activiti
• esEnsures that assigned QA audits are met on a timely bas
• isParticipates in focused group discussions that aim to analyze and identify areas for improvement in the current QA systems and process
• esPerforms other duties and special projects as assigne

d.
What we are looking for

• ...iGaming/gambling experience is a mu
• st.Proven experience in a customer support or quality assurance ro
• le.Strong analytical and problem-solving skil
• ls.Excellent communication and interpersonal skil
• ls.Detail-oriented with a commitment to accura
• cy.Familiarity with customer support software and too
• ls.Ability to adapt to a fast-paced and dynamic work environme

nt.
Bene

• fitsCompetitive sa
• laryFlexibility and Remote
• WorkTraining and Develop
• mentInternational Collaboration with our teams based around the w
• orldFast growing business where the sky's the limit for your ca