We are Kaizen Gaming

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Portugal and Brazil. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.

Let's start with the role

The Quality Control department at Kaizen Gaming, contributes to the constant improvement of our services delivered to some of the most demanding stakeholders: Our clients. This is a team of around 20 energetic individuals, who are working on achieving high levels of customer experience.

As a Quality Control Analyst, you will be responsible for ensuring the high quality of the company's interaction with the customer through monitoring and evaluation of our agents' service and at the same time, you will drive and contribute to our efforts for continuous improvement of our processes.

Responsibilities

  • Monitor daily all channels of communication of the Services Dept. (e.g. KYC, CS, CS Inbound);
  • Constantly evaluate agents’ work so as to improve communication skills and general knowledge through training;
  • Provide constant training on soft skills referring to the handling of complaints and difficult cases;
  • Control and ensure the quality of both product-generic and customer-specific solutions; 
  • Data analysis and reporting;
  • Contribute to the department’s additional projects;
  • Analyze the existing processes so as to find pain points and suggest proper solutions.

Requirements

  • Up to 3 years of working experience in a relative position (either in a services department or quality control);
  • Experience in the betting industry will be considered an asset;
  • Training & coaching skills;
  • Native Portuguese speaker;
  • Impeccable knowledge of the English language.

We offer

  • Exciting & friendly work environment;
  • Career & competencies' development;
  • Continuous training;
  • Flexible working conditions;
  • Competitive salary package & bonus;
  • Internal competitions & rewards;
  • Team medical & life insurance;

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