VIP Quality Assurance manager

As the Quality Assurance Manager, your primary responsibilities will involve maintaining and enhancing our account management quality assurance standards. You'll be tasked with devising strategies aimed at improving key performance indicators (KPIs) for account management. Additionally, you will play a pivotal role in identifying the need for training and onboarding programs, and spearheading the initiation of these projects to ensure our team remains equipped with the necessary skills and knowledge. Your role will also entail generating comprehensive reports that accurately reflect the performance of our support functions, providing valuable insights for continuous improvement initiatives.

Responsibilities
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 ready to express your point of view to those you evaluate clearly;
Inform the Management about the cases requiring urgent attention;
Share your ideas/suggestions on improving the current processes of communication with VIP users;

Requirements
At least an Upper intermediate level of English;
At least 1 year of experience in the Customer Support/Account Management departments;
Experience with the customer communications tools
Experience in Gambling/Betting, sport knowledge are highly desirable;
Experience in collaborating with international teams to identify opportunities for optimizing processes and gaining efficiency.

Plus Points
Knowledge of the markets in India, Brazil, and Africa.
Strong communication skills and knowledge of the key Customer Support policies;
Problem-solving skills;
Self-organized and proactive.

KPIs during the probationary period
Maintain and develop account management quality assurance standards;
Create strategies to improve account management KPIs;
To create map the need for training and onboarding programs and initiate these projects;
Create reports that reflect support performance;

Conditions
Remote work with support for purchasing any necessary devices.
Access to various educational resources and materials.
Motivated team and ambitious goals.
20 working days of vacation per year, sick leave, and medical benefits.
Periodic corporate meetings and events with the team.

About Gamicorp

Gamicorp Development is an advanced aggregation platform. Our object is to serve a top-notch software and business solutions for IGaming Industry to boost business. We cooperate with the best online providers and deliver multiple content verticals.
We are looking for the best specialists in the industry.

Company website:
https://gamicorp.com/