Customer Care Quality
Sherbim ndaj KlientitTiranë3 ditë më parëFull Time
ABOUT US
Flutter is the world's largest online sports betting and iGaming group, listed on the London and New York stock exchanges.
It is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars — a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.
WHAT YOU'LL DO
- Analyze customer care representatives' performance based on predefined quality standards and gaming-specific key performance indicators (KPIs).
- Provide comprehensive feedback and coaching to customer care representatives, focusing on improving their knowledge, communication skills, and customer-centric approach.
- Develop and maintain quality assurance guidelines tailored to the environment, adhering to industry best practices.
- Generate detailed reports on evaluation results, performance trends, and improvement recommendations for management review.
- Work closely with the training team to design and deliver training programs, keeping customer care representatives up to date with the latest developments.
- Conduct root cause analysis on complaints or issues to identify underlying problems and propose process improvements.
WHAT YOU'LL BRING
- Bachelor degree.
- Minimum of 3 years' experience.
- Excellent interpersonal and communication skills.
- Computer literate and analytical skills.
- Management skills.
- Excellent knowledge of Italian language.
WHY CHOOSE US
- Permanent contract.
- Food allowance.
- Pension fund.
- Company owned devices (laptop and business mobile phone).
- Flexible working hours and the possibility of smart-working (according to the company's internal policy).