CS Quality Assurance Specialist - Italian
The chosen candidate will be responsible for conducting thorough reviews of the quality of customer support agents' interactions as well as providing feedback, coaching and training sessions. The role also plays a key part in evaluating current processes and developing procedural improvements.
The role involves answering customers' enquiries for LeoVegas and all other brands via email in a timely and professional manner. This written communication is delivered in native languages across all markets LeoVegas operates. Answering customers' enquiries for LeoVegas and all other brands via phone and live chat if there is a business need.
Providing customer support on gaming, financial, technical and any applicable issues related to customer support queries. Ensuring that the work in the Customer Support Department is organised efficiently to get the most out of available resources without falling behind on SLAs. Working with other departments such as Payments/Fraud, CRM and Tech teams to solve problems, improve the system, and improve the customer experience. Escalating any internal or external technical issues that may affect the team's daily operations. Prioritising escalated cases and working with required teams to solve them effectively. Supporting 2nd Line teams and Leaders with the day-to-day Operations as required.
- Conducting internal and external reviews of the quality of agents' interactions and providing feedback, coaching, and shadowing as required.
- Identifying additional training needs and providing structured and consistent recommendations through verbal and/or written feedback to the Team Leaders and training team.
- Evaluate current procedures and develop new and improved ways to organise the agent's workload.
- Ensure that all used macros are up to date and suggest changes and implementation of additional macros to deliver the best Customer Experience.
- Identifying customer needs and taking proactive steps to maintain positive experiences, including performing outbound phone calls or conducting coaching sessions when needed.
- Analysing and interpreting customer feedback and escalating this to other departments when needed.
- Proactively maintaining and delivering the required service levels to maximise the team's productivity to support the desired operational efficiency and increase customer satisfaction.
- Answering customers' enquiries for LeoVegas and all other brands via email in a timely and professional manner.
- Answering customers' enquiries for LeoVegas and all other brands via phone and live chat if there is a business need.
- Providing customer support on gaming, financial, technical and any applicable issues related to customer support queries.
- Ensuring that the work in the Customer Support Department is organised efficiently to get the most out of available resources without falling behind on our SLAs.
- Working with other departments such as Payments/Fraud, CRM and Tech teams to solve problems, improve the system, and improve the customer experience.
- Escalating any internal or external technical issues that may affect the team's daily operations.
- Prioritising escalated cases and working with required teams to solve them effectively.
- Supporting 2nd Line teams and Leaders with the day-to-day Operations as required.
- Fluent in Italian and English (required)
- Excellent attention to detail (required)
- Strong time management and organisational skills (required)
- Ability to prioritize and plan daily tasks using time efficiently, demonstrating thoroughness and monitoring own work to ensure quality (required)
- Impeccable initiative and proactivity (required)
- Previous experience in a Quality Assurance role (nice-to-have)
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- Employee assistance program that can provide help and guidance during challenging moments
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.