Kaizen Gaming, the team behind Betano's technological innovation, is a leading GameTech company operating in 17 global markets. Our goal is to harness cutting-edge technology and deliver exceptional experiences for our millions of customers who trust us for entertainment. We are a diverse team of over 2,700 Kaizeners from 40+ nationalities spread across 3 continents. Our #oneteam takes pride in being among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, every day will be an opportunity for growth. Fostering Excellence The Quality Control department plays a pivotal role in enhancing the services provided to our discerning and valued customers. Our focus is on achieving and maintaining high levels of excellence in customer experience for both internal and BPO Customer Service. Rooted in the principles of continuous improvement, we strive to refine and enhance services, processes, and products offered by Kaizen. Your Key Role: - Monitor daily communication channels within the Services Department (Customer Service, Customer Service Inbound, Sales); - Evaluate agent work, focusing on improving communication skills and knowledge through training; - Participate in QC projects to enhance their effectiveness; - Serve as project officer to deliver specific tasks assigned; - Raise awareness and escalate incidents, including non-conformity or near-miss; - Coach agents on handling complaints and difficult cases; - Analyze data and report findings/insights to stakeholders; About You: - Over 2 years of experience in customer support; - Experience using MS Office; - Strong command of English and Spanish languages; - Outstanding analytical and problem-solving skills; - Highly developed attention to detail; - Effective communication and interpersonal skills; - Ability to understand and anticipate customer needs, providing excellent service; - Experience in gaming industry & Quality Control will be considered an asset; - Inherent ability to navigate negotiations successfully; Work Arrangements Hybrid working model A buddy will support your onboarding Private health insurance for you & your family Monthly meal allowance Unlimited access to Udemy & continuous training