Customer Service Quality Assurance Specialist

Job Title: - Customer Service Quality Assurance Specialist
Location: Tbilisi, Georgia
Job Type: Full-time
Salary: 1500-2000 USD (Gross)


About us:
A Georgian company, looking for someone to manage our new international iGaming brand, which has a Curacao licence and operates in a variety of international markets. We are a new subsidiary of a well-known Asian iGaming company. Our company prioritises compliance with all legal and regulatory requirements for online gambling, and we offer services globally.

Job Overview:
The Customer Service Quality Assurance Specialist in the iGaming industry is responsible for monitoring, evaluating, and improving the quality of customer interactions across various support channels (e.g., live chat, email, phone). This role ensures that customer service representatives comply with established company standards, regulatory requirements, and industry best practices to deliver exceptional customer experiences. The specialist collaborates closely with customer support teams to provide actionable feedback and support continuous improvement.

Key Responsibilities:

• Quality Monitoring & Evaluation: Review and evaluate customer service interactions to ensure compliance with company policies, procedures, and quality standards.
• Identify areas for improvement in communication, problem-solving, and adherence to guidelines.
• Score interactions based on pre-defined quality criteria and maintain detailed records of evaluations.
• Performance Feedback: Provide constructive feedback to customer service representatives to enhance their skills and performance.
• Conduct one-on-one coaching sessions and team workshops to address identified gaps.
• Recognize and reward high-performing agents to motivate the team.
• Reporting & Analysis: Prepare detailed quality assurance reports, including trends, insights, and recommendations for management.
• Analyse quality metrics to identify recurring issues or opportunities for improvement.
• Collaborate with the analytics team to align quality goals with broader business objectives.
• Collaborate with training teams to develop and deliver ongoing training programs.
• Collaboration: Work closely with customer support managers, team leaders, and other stakeholders to implement process improvements.
• Participate in calibration sessions to ensure consistent scoring and feedback across the quality assurance team.
• Technology Utilszation: Utilise quality monitoring tools and CRM systems to assess and document performance.

Key Skills and Competencies:

• Strong knowledge of iGaming industry standards, including responsible gaming practices and regulatory requirements.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal skills for providing feedback.
• Detail-oriented with the ability to identify trends and insights from large datasets.
• Proficiency in quality monitoring tools, CRM software, and other relevant platforms.
• Familiarity with live chat, email, and phone support dynamics in a fast-paced environment.
• Strong organizational and time management abilities.

Qualifications:

• Previous experience in quality assurance or customer service within the iGaming industry.
• Bachelor's degree in business, communication, or a related field (preferred).
• Understanding of customer support metrics and KPIs.
• Certification in quality assurance or coaching (e.g., COPC, Six Sigma) is an advantage.
• Multilingual skills are beneficial for supporting global teams.

Why Join Us?:

• Competitive salary  and performance-based bonuses.
• Opportunity to work in a cutting-edge, fast-paced industry with global exposure.
• Collaborative and dynamic work environment with a forward-thinking leadership team.
• Ongoing opportunities for professional growth and career advancement.