Customer Operations QA & Trainer
Job Overview
Our client is seeking a highly skilled Customer Operations Quality Assurance & Trainer to drive service excellence across their Customer Support team and ensure top-quality performance in every interaction.
This position is responsible for implementing a robust Q/A system across live chat, email, and escalations, as well as designing and delivering impactful training programs that elevate communication quality, efficiency, and compliance. The successful candidate will also coordinate onboarding and foundational training sessions for new VIP and RFP agents, ensuring alignment with company standards.
Key Responsibilities
- Develop and maintain a comprehensive Q/A framework to assess and enhance live chat, email, and other customer communication channels.
- Define, manage, and deliver qualitative KPIs.
- Create detailed Q/A reports highlighting key insights, improvement areas, and performance progress over time.
- Conduct regular qualitative performance reviews, provide constructive feedback, and deliver targeted coaching to improve individual and team KPIs.
- Design and facilitate training sessions for the Customer Support team, focusing on customer experience, tone, accuracy, consistency, and adherence to internal processes.
- Coordinate onboarding and initial training sessions for new VIP and RFP agents.
- Maintain up-to-date training materials and internal documentation in line with new procedures and updates.
- Collaborate closely with the Head of Customer Support to ensure continuous improvement and service excellence.
Requirements
- Minimum of 5 years’ experience in the iGaming industry, preferably within Customer Support.
- Proven experience in Quality Assurance and training within Customer Operations.
- Strong understanding of key Customer Support metrics such as satisfaction rate, first response time, and quality assurance scoring systems.
- Excellent communication, feedback, and presentation skills.
- Familiarity with Q/A tools, CRM systems, and learning management platforms is considered an asset.
- Fluency in English, both written and spoken