Сall-center Quality Manager in PRO Gaming Software

We are a dynamic I-Gaming company with 10+ well-known B2C gaming brands. Our company was founded in 2020 by a group of talented top managers, and now we have 500+ people! We are regular participants of international conferences, our brands are respected and popular among customers. We are looking for an experienced Quality Manager who will be responsible for checking the quality of our technical support calls. Your job will be to evaluate the quality of customer service and make recommendations for process improvements to ensure a high level of customer satisfaction.Primary Responsibilities:Evaluate the quality of technical support calls.Analyze data and provide analytical reports.Work with ticketing systems and communication tools communication with customers, such as chat, e-mail and phone. Making recommendations to improve the quality of customer service and implementing these recommendations. Interaction with senior operators and the Team Lead of the technical support department to improve the quality of customer service. Development of a KPI evaluation system for operators Requirements for the candidate: Experience as a quality manager in technical support Deep understanding of quality processes and standards Data processing and analysis skills Written and verbal communication and persuasive skills Ability to conduct customer service quality audits and provide quality improvement recommendations Development, implementation and support experience training and development programs for technical support staff.Experience with ticketing systems and customer communication tools such as chat, email and phone.We offer:Stable competitive salary (rate + KPIs)Paid internship and trainingContinuous work schedule 5 /2 (10-19) Paid vacation and sick leave