Customer Support Quality Specialist

About the Position

We are looking for a Customer Support Quality Specialist to join Call Power, an international online gaming company offering sports betting and casino services with a significant presence in Latin America. Our focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of 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 the 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.

Requirements

• 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.

Nice to Have

• Experience with specialized reporting software.

We Offer

• Opportunity to work with an international online gaming company.
• Be part of a team focused on delivering a high-quality, personalized gaming experience.
• Professional growth and development opportunities.

About the Company

Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. We are committed to delivering a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of Latin American players.