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06.03.2018, Ref.#: QA_Plovdiv
★★★★★ Quality Analyst with Fluent English (Customer Support Department), ЕС БИ ТЕК (ГЛОБЪЛ) ЛИМИТЕД - КЛОН БЪЛГАРИЯ КЧТ  Вижте визитка на компанията
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Quality Analyst with Fluent English (Customer Support Department)

SBTech is an industry leading provider of turnkey online gaming solutions and powers the most successful gaming operators around the globe. SBTech currently employs over 1000 professional and experienced individuals- with the number rising daily. Here at SBTech, we allow you to create your own career. Opportunities are only limited by your ability, motivation and imagination- we simply believe in hiring the best people and providing them with the best tools.

The QA analyst monitors customer contacts and transactions, evaluating and documenting performance of customer service agents as compared to departmental standards. Performs risk management due diligence in identifying compliance, conflict of interest, and policy & procedure deficiencies that occur during telephone, e-mail, and chat interactions within the contact center. Subsequently provides feedback on performance to the monitored Customer Service Representative (CSR), which is also shared with leadership as an element of the CSR’s ongoing performance evaluation and coaching. Develops and monitors metrics related to quality, to identify and provide recommended solutions for performance trends and issues impacting customer satisfaction and quality.

  • Design, maintain and continuously improve monitoring standards for the contact center.
  • Observe, listen to calls, analyze written communications and review closed cases/transactions based on monitoring standards, analyzing interactions for service, content and accuracy.
  • Provide individual unbiased feedback to employee in a timely manner, promoting a continuous learning environment.
  • Make continuous improvement recommendations based on monitoring observations.
  • Work in partnership with leadership team to develop CSR skills.
  • Prepare and analyze weekly/monthly reports on individual and team performance.
  • Develop and implement programs and processes to ensure that Quality Assurance program and team are operating at a strategic level.
  • Build/revise evaluation forms to meet changing program needs.
  • Provide back-up support for customer calls/chats/emails.
  • Perform additional responsibilities and complete other projects as assigned within the L&D department.

Fluency in English is a MUST!

  • Bachelor’s degree or equivalent experience is an advantage.
  • Working knowledge of talent management solutions is an advantage.
  • Working knowledge of call/chat monitoring systems.
  • High level of proficiency with Microsoft office suite: Word, Excel, Outlook.
  • Best practices relevant to creating positive QA environment in a contact center.
  • Excellent oral, written and interpersonal communication skills.
  • Ability to be discreet and maintain confidentiality.
  • Effective listener with the ability to monitor large volume of correspondences on a monthly basis ensuring service and accuracy.
  • Must be able to work in a fast paced, ever changing environment with a sense of urgency.
  • Strong ability to multitask, excellent organizational and analytical skills with attention to detail.
  • Ability to solve routine and complex problems following established policies and procedures.
  • Ability to work independently as well as part of a team.
  • Ability and willingness to perform other duties as assigned.

Here we're working really hard (yet not burning-out-hard), but also learning and developing fast (like Usain-Bolt-fast). We are looking for smart and focused people who represent the team spirit and are trustworthy allies in achieving great results. The business environment provokes us to be dynamic and innovative and that’s exactly what we are. We offer great career opportunities – you simply have to seize them.

  • Very good remuneration!
  • Plenty of social benefits: additional health insurance, sport activities, food vouchers…
  • Regular bonuses based on personal results.
  • Training and certification programs.
  • Formal review process twice a year.
  • Opportunity to join a team of great professionals (like you).
  • Dynamic and friendly work environment.
  • Open and transparent communication.
  • Team activities, (memorable) team buildings, Christmas party.


If you are interested in joining the SBTech team, send us your CV in English.

Only short-listed candidates will be contacted.

Confidentiality of all applications is assured!

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