Customer Care Quality
Flutter International is seeking a Customer Care Quality professional to join the team in Tirana, Albania. This role focuses on maintaining high service standards by evaluating performance and driving continuous improvement within the customer care department.
The successful candidate will be responsible for monitoring interactions, providing actionable feedback to representatives, and collaborating with the training team to enhance service quality. This position plays a critical role in ensuring that customer support operations align with industry best practices and company objectives.
- Analyze customer care representatives' performance based on predefined quality standards and gaming-specific key performance indicators (KPIs).
- Provide comprehensive feedback and coaching to customer care representatives, focusing on improving their knowledge, communication skills, and customer-centric approach.
- Develop and maintain quality assurance guidelines tailored to the environment, adhering to industry best practices.
- Generate detailed reports on evaluation results, performance trends, and improvement recommendations for management review.
- Work closely with the training team to design and deliver training programs, keeping customer care representatives up-to-date with the latest developments.
- Conduct root cause analysis on complaints or issues to identify underlying problems and propose process improvements.
- Bachelor degree (required)
- Minimum of 3 years’ experience (required)
- Excellent interpersonal and communication skills (required)
- Computer literate and analytical skills (required)
- Management skills (required)
- Excellent knowledge of Italian language (required)
- Permanent contract
- Food Allowance
- Pension Fund
- Company Owned Devices (laptop and business mobile phone)
- Flexible working hours and the possibility of smart-working
- 24 Extra Hours Paid Leave
- Preferential treatment on products offered by Intesa Sanpaolo bank
- Supplementary Private Health Insurance and consultation with the company doctor
- Flutter Sharesave Plan
- Inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion
- Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches
- Continuous learning for soft and hard skills (es. Learn / Platform, Training)
- Support for parents and children and new mothers’ contributions
- Volunteering during your working hours
Flutter International is the international division of Flutter Entertainment, the world's leading online sports betting and gaming company. It operates a portfolio of brands including PokerStars, Betfair International, Adjarabet, Sisal, Snai, Betnacional, Junglee Games and MaxBet across markets outside the UK, Ireland, US and Australia. The division combines world-class brands with global scale and a challenger mindset, drawing on shared capabilities the group calls the "Flutter Edge". Flutter Entertainment is listed on the New York Stock Exchange and London Stock Exchange.