Customer Research Agent (iGaming)

TL;DR

Customer Research Agent (iGaming): Monitoring Customer Support communications and evaluating service quality with an accent on policy compliance and performance metrics. Focus on analyzing support trends, designing monitoring improvements, and delivering actionable insights to optimize the customer experience.

Location: Remote (Anywhere)

Company

hirify.global is an international online gaming company specializing in sports betting and casino services with a strong focus on the Latin American market.

What you will do

• Monitor Customer Support chats and emails to ensure adherence to standard policies and procedures.
• Provide detailed QA feedback and documentation based on established team standards.
• Develop and present regular reports on key quality metrics and agent performance trends.
• Identify areas for improvement in conversations and create actionable improvement plans.
• Collaborate with support professionals to establish best practices and set performance goals.
• Participate in the design and optimization of the monitoring process.

Requirements

• Fluent Spanish proficiency.
• Advanced or Upper-intermediate English (B2/C1).
• Minimum 1 year of experience in customer service, specifically in a quality assurance or specialist role.
• Strong ability to analyze data and generate actionable insights.
• Proficiency in creating reports and dashboards using Excel, Google Sheets, or PowerPoint.

Culture & Benefits

• Global medical coverage and a strong focus on health and wellness.
• Comprehensive benefits programs including compensation for gym, stomatology, and psychological services.
• Performance-driven reward systems.
• Opportunities for professional growth within a dynamic, global work environment.