Now, we are looking for a Customer Support Quality Assurance Manager to monitor and provide actionable insights to the agents. Through monitoring, they will gather information to improve agent performance and use evaluation forms to capture insights from these interactions.

‍

✅ Responsibilities:

✔️ Overseeing a team of up to 15 customer support agents;

✔️ Reviewing and evaluating chats and emails according to the company standards;

✔️ Identifying areas of improvement for the customers support agents and providing coaching and recommendations to them to improve the experience of the customers;

✔️ Conducting regular audits of Live Chat customer interactions and providing effective feedback to the customer support agents to improve their performance;

✔️ Holding regular 1 to 1s with their agents;

✔️ Develop and implement tracking and reporting methods to track and analyze key performance metrics for the department, such as working time, quality, and productivity of the agents;

✔️ Preparing weekly and monthly working schedules for the customer support agents.

‍

✅ Qualifications:

✔️ iGaming experience;

✔️ Excellent written and verbal knowledge of English;

German, Italian, Spanish, Greek, French, Arabic, Swedish, Norwegian, Danish, Hungarian, Polish, Romanian or Czech is considered an advantage;

✔️ Customer Support experience in QA;

✔️ Ability to work and cooperate in a fast-paced environment with a lot of daily updates;

✔️ Office-based is a must.

‍

✅ We Offer Incredible Benefits:

💻 Learning and development opportunities with challenging tasks.

📝 Official employment in compliance with Cyprus and EU laws, including family member registration.

✈️ Comprehensive relocation package covering tickets and a two-week hotel stay.

🏋️‍♂️ On-site company fitness corner for employees.

📚 Language skills development program with partial compensation for classes.

🎁 Special birthday celebration gift.

🏝 Generous 24 days of annual vacation for proper rest.

🍲 Enjoy breakfasts and lunches in the office, partially covered by the company.

‍

Ready to embark on an exciting career journey with WeDoSupport? Apply now and be part of our dynamic team dedicated to customer satisfaction and excellence!