Customer Support Quality Specialist
This role is for a Customer Support Quality Specialist at Call Power, an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. The company's strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of different Latin American players. The Customer Support Quality Specialist will monitor customer support chats and e-mails to ensure compliance with all standard policies and procedures, document and offer feedback, collaborate with the support team to establish best practices and set measurable performance goals, create, compile, and present regular reports on key customer support quality metrics, develop detailed reports on agent performance, customer feedback, and overall quality trends, determine areas of improvement on each observed conversation with a detailed explanation and a further action plan, develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center, identify and participate in the design and improvements of the monitoring process, and collaborate with other Customer Support professionals to improve overall customer service.
- Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures
- Document and offer feedback according to the given standards of QA team
- Collaborate with the support team to establish best practices and set measurable performance goals
- Create, compile, and present regular reports on key customer support quality metrics
- Develop detailed reports on agent performance, customer feedback, and overall quality trends
- Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center
- Identify and participate in the design and improvements of the monitoring process
- Collaborate with other Customer Support professionals to improve overall customer service
- Advanced or Upper-intermediate English verbal and written proficiency
- Fluent in Spanish
- Experience in customer service or support, with at least 1 year in a quality assurance or specialist role
- Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality
- Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software
- Self-motivated, able to learn and work independently in global teams
- Ability to communicate with discretion and professionalism when confidentiality is needed
- Proactivity
- Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members
- Health & Wellness Focus
- Global Medical Coverage
- Growth Opportunities
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.)
- Performance-Driven Rewards
- Dynamic Work Environment
Growe is a business advisory and services group operating in the iGaming and entertainment industries. Headquartered in Warsaw, it combines strategic vision with hands-on expertise to help businesses navigate the sector, enter new markets and achieve sustainable growth. Its capabilities span business and brand strategy, market research, marketing solutions, IT customisation, organisational structuring and talent management. The company focuses on launching new iGaming brands worldwide and turning challenges into competitive advantages for its clients.