VIP QA Officer

Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;

Be meticulous in identifying mistakes, and 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 the elements of creativity.

Advanced level of English and Spanish;

At least 2 years of experience in Customer Support/Account Management departments;

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

Experience in Gambling/Betting and/or advanced level of sports knowledge;

Experience collaborating with multinational teams to identify opportunities for optimizing processes and gaining efficiency.

Thoroughness, attention to detail;

Strong communication skills;

Analytical skills;

Problem-solving skills;

Self-organization and proactiveness.

GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;

DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;

BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.