Call Quality Control Analyst Bilingual SwedishPortugueseSpanish
Call Quality Control Analyst Bilingual SwedishPortugueseSpanish
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Job Description
We are Enteractive a service provider in the online gambling (iGaming) industry. We are the industry leader and the experts in player reactivation. Be it online casino or sportsbook we know how to reactivate players and increase their retention and loyalty to the brands we work with. Through our custommade tech (Re)Activation Cloud we communicate with players around the world to promote our clients platforms while making sure they play responsibly!
We are looking for a Call Quality control Analystto join our Quality Control Team in Malta
As a Call QC Analyst youll play a vital role in upholding our high standards of quality and compliance by monitoring and evaluating the calls made by our sales agents.
To evaluate agents calls the evaluator must listen to recordings of the calls and score them based on a QA Scorecard together with potential feedback. The QA Scorecard outlines specific criteria for evaluating the call such as adherence to company policies and provides a means for consistently grading the calls. The evaluator listens to each call and provides a score for each criterion resulting in an overall score for the call. This process helps to ensure that agents are providing highquality calls and following established guidelines
What youll be doing:
- Monitor and evaluate recorded calls against established quality assurance
instruments and standards. - Generate call review reports analyse the results and share insights with
relevant stakeholders. - Suggest identify and recommend improvements to our evaluation system to incorporate quality standards and measurable goals.
- Translate and transcribe calls from different languages into English as
needed. - Contribute to the development of quality control standards processes and
procedures. - Collaborate with the Responsible Gambling officer to identify and address
any inconsistencies related to responsible gamblingPrepare weekly/monthly/annual feedback as required. - Meet established deadlines targets and timeline requirements
What you bring:
- Fluency in English and proficiency at a C1/C2 level in at least two of the following languages: Swedish Portuguese or Spanish.
- Keen attention to detail and exceptional analytical skills to be able to identify mistakes/errors and tackle the appropriate actions.
- Strong verbal and written communication abilities.
- A commitment to impartiality in all responsibilities.
- Exceptional organizational and time management skills to meet deadlines.
- Honesty and strong work ethic with a high level of integrity and confidentiality
What we offer:
- A mobile device with a paid plan and other relevant equipment (laptop headset.
- Delicious daily breakfasts and lunches prepared by our inhouse chef
- Coffee tea and snacks are available 24/7.
- Learning and development support and upskilling opportunities.
- Good worklife balance a company doctor on call when needed.
- Chill room with Playstation & ping pong table.
- Friday socials at the office teambuilding and company events;
- The opportunity to join a wellestablished company in a scaleup phase!
If youre as excited as we are about working with the latest technology to deliver
highquality software that is focused on high performance scalability and
maintainability then apply now!
Employment Type
Full Time
