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).