About the Role
Our client Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players.
Responsibilities
- Monitor Customer Support chats and e-mails to ensure compliance with all standard policies and procedures;
- Document and offer feedback according to the given standards of QA team;
- Collaborate with the support team to establish best practices and set measurable performance goals;
- Create, compile, and present regular reports on key customer support quality metrics;
- Develop detailed reports on agent performance, customer feedback, and overall quality trends;
- Determine areas of improvement on each observed conversation with a detailed explanation and a further action plan;
- Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center;
- Identify and participate in the design and improvements of the monitoring process;
- Collaborate with other Customer Support professionals to improve overall customer service.
Experience You’ll Need to Bring
- Advanced or Upper-intermediate English verbal and written proficiency;
- Fluent in Spanish;
- Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;
- Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;
- Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software.
Personal Features
- Self-motivated, able to learn and work independently in global teams;
- Ability to communicate with discretion and professionalism when confidentiality is needed;
- Proactivity;
- Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members.
Benefits
- Health & Wellness Focus;
- Global Medical Coverage;
- Growth Opportunities;
- Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
- Performance-Driven Rewards;
- Dynamic Work Environment.