Quality Assurance Customer Support in Netgame

Netgame is a stable Ukrainian IT company that is an international gaming provider and has several successful IGaming licensing projects for the local and Tier-1 markets.We are focused on quality and strive to do everything with passion and professionalism. In 2012, we introduced ourselves to the world. Since then, a fearless and creative group of land-based gaming professionals has built a team capable of bringing all that experience to the digital realm. As a leading developer, we're dedicated to delivering top-quality gaming experiences globally. We're seeking an experienced quality assurance manager to uphold and set new benchmarks for our customer care services. If you possess a keen eye for detail, exceptional communication skills, and a passion for maintaining excellence in customer interactions, we invite you to be part of our lively team.WHAT YOU WILL BE DOING:Analysis of interactions between Customer Support agents and clients; (reviewing chats, listening to telephone conversations of support agents to improve the quality of consultations);Providing feedback to Customer Support agents;Preparation of regular reports on the quality indicators of Customer Support;Frequent updating of the knowledge base;Quality control of the department and review of rules and processes;Assist other team members as needed to ensure the success of the team.WHAT YOU SHOULD HAVE:Fluent English - both verbal and written;Capability to communicate effectively with the team and management;Possess personal qualities such as reliability, consistency, and organization;Ability to communicate courteously, no matter the circumstances;Willingness to perform repetitive work, prepare written reports, and be able to apply general rules to solve specific problems;Work in harmony with the team, contributing to the overall success;Preferred calm demeanor, patience, problem-solving skills and attention to detail.WHAT WE OFFER:Work schedule Mon-Fri from 10 to 19 or from 9 to 18 (for employees in Kyiv, the first month of work in the office will be mandatory);17 calendar days of paid vacation per year;Medical insurance (available after one year of employment);14 paid sick days per year;Hybrid work model - partially in-office, partially remote.