Our client, a subsidiary of a leading gaming operator, is seeking talented professionals to join their new office in Tbilisi, Georgia. They are currently looking for a Customer Service Quality Assurance Specialist to join their team.

Responsibilities:

• Evaluate customer interactions for adherence to policies, procedures, and quality standards.
• Identify and address areas for improvement in communication, problem-solving, and compliance.
• Score interactions using established criteria and maintain detailed evaluation records.
• Provide constructive feedback and coaching to enhance team performance.
• Conduct coaching sessions and workshops, rewarding high-performing agents to boost morale.
• Prepare quality assurance reports with insights, trends, and actionable recommendations.
• Analyze quality metrics to identify recurring issues or improvement opportunities.
• Collaborate with analytics and training teams to align goals and deliver programs.
• Partner with stakeholders to implement process improvements and ensure consistent standards.
• Participate in calibration sessions to standardize evaluations and feedback.

Requirements:

• In-depth knowledge of iGaming standards, including responsible gaming and regulatory compliance.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in quality monitoring tools, CRM platforms, and fast-paced support dynamics (live chat, email, phone).
• Ability to derive insights from large datasets and drive performance improvements.
• Experience in quality assurance or customer service in the iGaming industry; relevant certification is a plus (e.g., COPC, Six Sigma).
• Bachelor’s degree in a related field preferred; multilingual skills beneficial for global teams.