This position is responsible of analyzing agent's interactions in detail across multiple channels to find areas of improvement and then use a variety of strategies to develop agents and improve the Customer Service operation.
Key Responsibilities
- In collaboration with other positions like Trainers, Shift Managers or Floor Supports, create plans to develop agents
- Monitor interactions to find strengths and areas of opportunity
- Provide timely feedback to agents on sensitive topics
- Implement strategies to guarantee adherence to our processes while maintaining an excellent customer service
- Proactively develop and/or find areas of improvement on our internal processes and suggests changes
- Validate changes in behavior after a new process has been implemented
- Proactivity to keep management informed of findings on sensitive topics

Qualifications:




- Must have experience in a special task (Verifications, WD, etc), as FS, as Social Media Agent or alike
- No unjustified absences in the last 3 months
- Must have maintained 90%+ QA score in the last 3 months
- Must have maintained 90+ average correspondences in the last 3 months
- Bachelor's degree
- Excellent English written and spoken (90%+)
- Dominion of the company's CRM tools (IMS and GenAdmin)
- Strong communication and interpersonal skills, both written and verbal
- Excellent time-management skills
- Vast knowledge of our product (Casino and Sport Betting) and our CS processes
- Advanced Microsoft Office skills

Pending Approval

📌 QA Analyst (Tijuana)
🏢 Caliente
📍 Tijuana