Quality Assurance Analyst
Description
ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.
Our global team of over 7,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.
At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.
To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.
Be part of the future of iGaming with 7,000 ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here!
The role:
Responsible for Quality Assurance of Customer Support employees, ensuring work quality through regular reviews and recurring reports on individual and team evaluations. The Quality Assurance Analyst is also in charge of reporting to the department management relevant insights about the team as a group and individually.
Responsible for Quality Assurance of Customer Support employees, ensuring work quality through regular reviews and recurring reports on individual and team evaluations. The Quality Assurance Analyst is also in charge of reporting to the department management relevant insights about the team as a group and individually.
The role is open for both Bulgaria and Romania.
Responsibilities and experience:
- Perform quality assurance reviews on Customer Support.
- Prepare and conduct regular calibration sessions with quality review team.
- Ensure all feedback and coaching steps are performed for each team member based on quality process and department working procedures.
- Reports with recurrency all quality metrics to management.
- Delivers insights to management all areas were the team members need individual or collective improvement.
- Perform grade-the-grader exercise on quality reviewers.
- Creates and updates accordingly training materials on SOP, products, and processes
- Creates and updates accordingly the evaluation quizzes for each level and is directly involved in mapping SOP and processes.
- Collaborates on improvements in processes.
- Assists in identifying exceptional service moments to share with the team.
- Represents the management team and the interests of the management
- Read and read the company's standards.
- To use the company's technology in an appropriate way.
- To notify the management regarding the deviations from the imposed standards.
- To use working time exclusively for work tasks.
Requirements:
- Excellent understanding of procedures
- Close attention to detail
- Strong presentation skills, communication skills and self-control
- Strong work ethic, reliability, and accountability
- Ability to work in a team
- Technical skills
- Analytical thinking
- Proficient in English
- Intermediate PC operation skills
- Excellent troubleshooting
- Proficiency in MS Office package
If this sounds exciting enough to make the move to join us then please apply with a CV written in English and we’ll be in touch shortly!
#LI-DNI