QA Specialist job at 10bet

Vacancy title:
QA Specialist

[ Type: FULL TIME , Industry: Professional Services , Category: Management ]

Jobs at:

10bet

Deadline of this Job:
17 February 2022  

Duty Station:
Within Zambia , Lusaka , South - Central Africa

Summary
Date Posted: Friday, February 11, 2022 , Base Salary: Not Disclosed

Similar Jobs in Zambia
Learn more about 10bet
10bet jobs in Zambia

JOB DETAILS:
QA Specialist
Description

• Monitor customer service performance on the agent and team level;
• Review a subset of support agents’ conversations (chats, emails, phone calls);
• Assess support interactions based on internal standards;
• Report support team’s performance to the Team Leader;
• Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;
• Identify training gaps and suggest training solutions to fill them;
• Address clients’ feedback and follow up as needed;
• Prepare weekly reports on the CS agents’ performance and report to the Team Leader;
• Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;
• Accompany evaluations with meaningful and constructive feedback;
• Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metrics, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;
• Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;
• Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;
• Develop and expand the FAQ pages- internal & external.

Requirements
• English Written and spoken at native language level
• Excellent Computer skills (knowledge of Microsoft Office tools)
• Excellent interpersonal and communicational skills
• Presentation Skills
• Capacity to learn, adapt and operate in a fast and dynamic environment.
• Ability to cope under pressure and in a stressful environment.
• Previous experience as a QA Specialist is a must.
• Previous experience in the Gambling industry and experience in Customer Support will be an added advantage
• Ability to multi-task between different responsibilities and proven time management skills.
• Training, monitoring and coaching skills

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
To apply for this job please visit www.comeet.com.

All Jobs

QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Corporate / Organisation Specialist jobs in Zambia
Job Type: Full-time
Deadline of this Job: 17 February 2022
Duty Station: Lusaka
Posted: 11-02-2022
No of Jobs: 1
Start Publishing: 11-02-2022
Stop Publishing (Put date of 2030): 11-02-2065
Apply Now
Notification Board

Join a Focused Community on job search to uncover both advertised and non-advertised jobs that you may not be aware of. A jobs WhatsApp Group Community can ensure that you know the opportunities happening around you and a jobs Facebook Group Community provides an opportunity to discuss with employers who need to fill urgent position. Click the links to join. You can view previously sent Email Alerts here incase you missed them and Subscribe so that you never miss out.

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.