Quality Assessor

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Duties included

Participate in design of contact monitoring formats and quality standards to ensure business compliance and customer satisfaction

Perform contact monitoring and provide trend data to the Management team.

Use quality monitoring data management system/s to compile and track performance at team and individual level.

Perform and monitor customer care responses to our customers on all our contact mediums: call, chat, email, social media and Whatsapp.

Participate in customer listening programs to identify customer needs and expectations.

Provide insight on behaviours, patterns and quality compliance levels to the management team and individuals.

Coordinate and facilitate contact calibration sessions for contact center staff.

Provide feedback to contact center staff and team managers.

Prepare and analyse internal and external quality reports for management staff review.

Review areas of concern identified and compile training and coaching material/sessions to adequately address concerns.

Compile and distribute weekly/monthly knowledge tests based on:

Areas of concern noted through contact monitoring and evaluation

Changes in process and compliance requirements

Updates on promotions or terms and conditions

Perform other duties as assigned

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!

JR9006