CS Quality Assurance Specialist - Italian

ABOUT THE ROLE The chosen candidate will be responsible for conducting thorough reviews of the quality of customer support agents' interactions as well as providing feedback, coaching and training sessions. We also play a key role in evaluating current processes and developing procedural improvements. YOU WILL BE RESPONSIBLE FOR: Quality, Learning and Development Conducting internal and external reviews of the quality of agents' interactions and providing feedback, coaching, and shadowing as required. Identifying additional training needs and providing structured and consistent recommendations through verbal and/or written feedback to the Team Leaders and training team. Evaluate current procedures and develop new and improved ways to organise the agent's workload. Ensure that all used macros are up to date and suggest changes and implementation of additional macros to deliver the best Customer Experience. Identifying customer needs and taking proactive steps to maintain positive experiences, including performing outbound phone calls or conducting coaching sessions when needed. Analysing and interpreting customer feedback and escalating this to other departments when needed. Proactively maintaining and delivering the required service levels to maximise the team's productivity to support the desired operational efficiency and increase customer satisfaction. Customer Support Answering customers' enquiries for LeoVegas and all other brands via email in a timely and professional manner. This written communication is delivered in native languages across all markets LeoVegas operates. Answering customers' enquiries for LeoVegas and all other brands via phone and live chat if there is a business need. Providing customer support on gaming, financial, technical and any applicable issues related to customer support queries. Ensuring that the work in the Customer Support Department is organised efficiently to get the most out of available resources without falling behind on our SLAs. Working with other departments such as Payments/Fraud, CRM and Tech teams to solve problems, improve the system, and improve the customer experience. Escalating any internal or external technical issues that may affect the team's daily operations. Prioritising escalated cases and working with required teams to solve them effectively. Supporting 2nd Line teams and Leaders with the day-to-day Operations as required. OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING: ESSENTIAL SKILLS Fluent in Italian and English Excellent attention to detail. Strong time management and organisational skills. Ability to prioritize and plan daily tasks using time efficiently, demonstrating thoroughness and monitoring own work to ensure quality. Impeccable initiative and proactivity. NICE TO HAVES Previous experience in a Quality Assurance role WHO WE ARE At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide. BENEFITS Hybrid work policy 4 weeks of Workation (T&C apply) Well-being allowance to support your active lifestyle Private health insurance Discounts across a range of retailers, gyms, bars & restaurants We offer an employee assistance program that can provide help and guidance during challenging moments. JOIN US! In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen! Would you be a good fit for the Leo Pride - give us a roar! As our company working language is English, we’d like to see your CV in English, please