VIP Customer Support Quality Control
This role involves assessing the quality of interactions handled by VIP Customer Support Agents and VIP Account Managers. The primary focus is on ensuring high standards of service and identifying opportunities for improvement within the VIP customer experience. The position requires a meticulous approach to evaluating communications and providing constructive feedback to support agent development.
- 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.
- Upper Intermediate level of English.
- At least 1 year 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 would be a plus.
- Experience on a similar role would be a plus.
- Thoroughness, attention to detail.
- Strong communication skills.
- Problem-solving skills.
- Self-organization and proactiveness.
- 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.