Customer Support Quality Specialist (Igaming)

TL;DR

Customer Support Quality Specialist (Igaming): Monitoring and evaluating customer support interactions to ensure compliance and service excellence with an accent on data-driven performance analysis and feedback delivery. Focus on identifying quality trends, designing process improvements, and collaborating with support teams to elevate the overall customer experience.

Location: Remote (Global)

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.
• Document interactions and provide constructive feedback based on established quality standards.
• Collaborate with support teams to define best practices and measurable performance goals.
• Compile and present regular reports on key quality metrics and agent performance.
• Identify areas for improvement in observed conversations and develop actionable action plans.
• Participate in the design and optimization of monitoring processes.

Requirements

• English: Upper-intermediate or advanced proficiency required.
• Spanish: Fluent proficiency required.
• Minimum 1 year of experience in a quality assurance or specialist role within customer service.
• Strong analytical skills to identify trends and generate actionable insights.
• Proficiency in reporting tools including Excel, Google Sheets, and PowerPoint.
• Ability to work independently and communicate with professionalism in a global team environment.

Culture & Benefits

• Global medical coverage and health & wellness focus.
• Comprehensive benefits programs including compensation for gym, dental, and psychological services.
• Performance-driven rewards and professional growth opportunities.
• Dynamic and international work environment.