It’s an exciting time to join Superbet, we’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Job Summary
Superbet is seeking a Quality Assurance Analyst to monitor and assess the quality of service provided by our outsourced BPO partners. This role will focus on evaluating customer service interactions, including chats, emails, and voice communications, ensuring that performance standards are met. Additionally, you will support continuous improvement initiatives and collaborate with operational managers to optimize the BPO’s customer service delivery.
We're looking for someone with:
- Previous experience in customer service quality assurance, BPO management, or customer service is ideal, but relevant experience or studies will also be considered.
- Knowledge of performance metrics for BPOs and experience evaluating service quality across different communication channels (chat, email, voice).
- Basic English proficiency for communication purposes.
- Experience with CRM tools like Zendesk is a plus.
- Strong attention to detail, analytical thinking, and problem-solving skills.
- Proactive, team-oriented individual with the ability to collaborate with operational managers.
What you'll be doing:
- Monitor and assess customer service interactions across chats, emails, and voice communications to ensure BPO partners meet performance metrics and quality standards.
- Provide feedback to operational managers based on evaluations, helping to ensure high-quality service delivery.
- Analyze service performance and report on trends, identifying areas for improvement in the BPO’s processes.
- Collaborate with internal teams to support training and development initiatives aimed at improving service quality.
- Ensure consistency in service delivery across all communication channels, striving for top-tier customer satisfaction.
- Participate in process improvement initiatives to enhance the quality of service and operational efficiency.
About us:
Superbet is a tech & entertainment company founded in 2008, with the mission of bringing exciting, technology-powered entertainment in sports & gaming to millions of customers around the world.
The Group is present in 12 countries, in terms of operations or tech hubs, with the most important markets being Romania, Poland, Belgium, Serbia and Brazil.
In 2019, Superbet received €175 million strategic investment from Blackstone Inc., the world's largest private equity fund, to drive business growth and scalability.
As leaders in compliance and best practices, Superbet Group is member of the International Betting Integrity Association (IBIA) and the only company which has won four times the Best Sports Betting Operator in CEE award at the Central and Eastern European Gaming Conference (CEEGC).
