Quality Analyst (iGaming/Call Centre)

at  ANAX Holding

OVERVIEW:

We are seeking a meticulous and experienced Quality Analyst with a background in iGaming or call center operations. The ideal candidate will be responsible for ensuring the highest standard of customer service delivery through meticulous call audits, feedback sessions, call calibration, and comprehensive training programs for agents. If you have a keen eye for detail, exceptional communication skills, and a passion for maintaining quality standards, we want to hear from you.

QUALIFICATIONS:

• Bachelor’s degree in a relevant field or equivalent work experience.
• Previous experience in a quality assurance role within the iGaming industry or call center environment.
• Proficiency in call auditing techniques, quality management principles, and performance evaluation methodologies.
• Excellent communication skills, both verbal and written, with the ability to deliver clear and actionable feedback.
• Strong analytical skills with the ability to interpret data, identify trends, and generate insights.
• Detail-oriented mindset with a focus on accuracy and precision in quality assessments.
• Proven ability to work collaboratively in a team environment and interact effectively with stakeholders at all levels.
• Flexibility to adapt to changing priorities and work under pressure in a fast-paced environment.
• Familiarity with quality assurance tools and software applications is a plus.

• Call Audits: Conduct thorough audits of calls handled by agents to assess adherence to quality standards, compliance requirements, and customer service protocols.
• Feedback Sessions: Provide constructive feedback to agents based on call audit findings, highlighting areas of improvement and reinforcing best practices to enhance performance and customer satisfaction.
• Call Calibration: Collaborate with team leaders and supervisors to ensure consistency in evaluating call quality by participating in calibration sessions to align scoring criteria and rating methodologies.
• Training Initiatives: Develop and deliver comprehensive training programs for agents aimed at enhancing their communication skills, product knowledge, and understanding of company policies and procedures.
• Performance Analysis: Analyze quality metrics and performance data to identify trends, patterns, and opportunities for improvement, and collaborate with relevant stakeholders to implement corrective actions.
• Documentation and Reporting: Maintain accurate records of audit results, feedback sessions, training activities, and performance evaluations. Generate insightful reports highlighting key findings, trends, and recommendations for management review.
• Continuous Improvement: Proactively identify areas for process improvement and quality enhancement initiatives to drive operational excellence and elevate the overall customer experience.