Customer Support Quality Specialist
Core
Monitor customer support chats and emails to ensure compliance with policies, document feedback, and create reports on quality metrics to improve support standards.
Role type
Customer Support Quality Specialist
Builds
Customer support quality standards and performance improvement plans
Domain
Online gaming (sports betting and casino) / Customer Support
Deliverable
dashboards & analysis
Required skills
Data analysis, report creation, policy compliance monitoring, performance metric tracking, action plan development
Preferred skills
Excel, Google Sheets, PowerPoint, specialized reporting software
Responsibilities
Monitor support chats and emails for compliance, document and offer feedback based on QA standards, collaborate to establish best practices, create reports on quality metrics, analyze agent performance and trends, determine areas for improvement with action plans
Seniority
Individual Contributor, 1+ years in QA or specialist role