General Purpose of the position:

Responsible of auditing and improving Customer Service's process library. The main focus is to meticulously review process workflows to identify areas of opportunity, correct grammar, improve structure and find intuitive ways to convey complex information.

Key Responsibilities:

•Process documentation
•Process pain-point identification
•Knowledge base management
•Proactive process audit
•Gather feedback from Shift Managers, Training, QA, FS and CS Agents
•Generate process flows, diagrams, pictures, videos and other process-related media
•Share process updates
•Keep record of process changes and requests

Qualifications:

•Bachelor's degree (in progress or finished)
•1 year+ experience in CS




•High dominion of Customer Services' internal processes
•Dominion of the company's CRM tools (IMS and GenAdmin)
•Excellent written communication. English and Spanish
•Must have maintained 90%+ PRO score in the last 3 months
•Must have maintained 90+ average correspondences in the last 3 months
•No unjustified absences in the last 3 months
•Excellent organization and time-management skills
•Vast knowledge of our product (Casino and Sport Betting)
•Advanced Microsoft Office skills
•DESIRABLE: Knowledge of multimedia generation tools (canva, adobe, etc.)

📌 Process Analyst - Junior (Internal position) (Tijuana)
🏢 Caliente
📍 Tijuana