QA officer Customer Support

We know iGaming inside out and use that know-how to help talented professionals find their place in the game, where drive, innovation, and ambition meet in a perfect match. Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth. Perfect for those who aim to:

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 express your point of view to those you evaluate clearly;

 

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 tasks that are sometimes repetitive yet involve elements of creativity.

Experience you’ll need to bring:

1+ years of experience in Customer Support/Account Management departments;

 

English proficiency at an Upper-Intermediate level or higher;

 

Experience with the customer communications tools (ideally, Intercom and Unitalk);

Proficient knowledge of customer service, standard practices, and procedures;

 

Experience in Gambling/Betting and/or advanced level of sports knowledge - would be a plus.

 

We appreciate if you have those personal features:

Thoroughness, attention to detail;

 

Strong communication skills;

 

Self-organization and proactiveness;

Problem-solving skills.