VIP QA Officer (Spanish speaker) in Growe

Growe is looking for those who are willing to:- Analyze chats/emails/calls handled by VIP Customer Support Agents and VIP Account Managers;- Identify errors and areas for improvement, and highlight positive aspects when reviewing chats/emails/calls ;- Provide detailed and structured feedback on the work of VIP customer support agents/customer managers;- Be ready to clearly express your point of view to those you evaluate;- Inform management about cases that require urgent attention;- Cooperate with VIP - coach in creating Performance Improvement Plans for VIP Agents from corporate and administrative management; - Collaborate with VIP CS and VIP AM teams to meet the processes established for VIP CS/VIP AM agents; - Promote your ideas/suggestions to improve current processes communication with VIP clients. We need your professional experience: - Advanced level of Spanish and at least Upper - - intermediate level of English; - At least 1 year of work experience in customer support / account management departments; - Experience with client communication tools ( ideally, Intercom and Talkdesk);- Experience in gambling / betting, knowledge of sports;- Experience working with international teams to identify opportunities to optimize processes and improve efficiency. We value:- Strong communication skills and knowledge of key customer support policies ;- Basic understanding of the local culture of Spanish-speaking LATAM countries; Problem-solving skills;- Self-organization and proactivity. We are looking for those who share our key values:- GROWE TOGETHER: Our team is our core value. We work together and support each other to achieve our common goals;- DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals according to Growe's success strategy;- BE READY FOR CHANGE: We perceive challenges as opportunities for growth and evolution. We adapt today to win tomorrow. What do we offer?- Benefit Cafeteria (compensation of gym / dental / psychologist, etc.);- 100% paid sick days;- Paid vacation;- Annual salary review (based on results);- Bonus system on based on OKR; - Individual annual budget for training, with the possibility of attending paid conferences, trainings, English lessons, master classes, etc.; - Personal development plan; - Corporate and team building. English versionGrowe welcomes those who are excited to:- Analyze Chats/Emails/Calls processed by the VIP Customer Support Agents and VIP Account Managers;- Be meticulous in identifying mistakes and areas of improvement as well as underlining positive aspects when checking the Chats/Emails /Calls;- Provide detailed and structural feedback on the VIP CS/AM Agents' performance;- Be ready to express your point of view to those you evaluate clearly;- Inform the Management about the cases requiring urgent attention;- Cooperate with the VIP Trainer to create Performance Improvement Plans for VIP CS/AM Agents;- Cooperate with the VIP CS and VIP AM teams to be on track with the processes set for VIP CS/VIP AM agents;- Share your ideas/suggestions on improving the current processes of communication with VIP users;- Perform tasks that are sometimes repetitive but involve the elements of creativity.We need your professional experience:- Advanced level of Spanish and at least an Upper intermediate level of English;- At least 1 year of experience in the Customer Support/Account Management departments;- Experience with the customer communications tools (ideally, Intercom and Talkdesc);- Experience in Gambling/Betting, sport knowledge are highly desirable;- Experience in collaborating with international teams to identify opportunities for optimizing processes and gaining efficiency.We appreciate if you have those personal features:- Strong communication skills and knowledge of the key Customer Support policies;- Basic understanding of local culture of LATAM Spanish-speaking countries;- Problem-solving skills;- Self-organized and proactive.We are seeking those who align with our core values:- GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;- DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;- BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.What we offer:- Benefit Cafeteria (compensation for the gym/stomatology/psychological service & etc.);- 100 % paid sick leaves;- Paid vacation;- Annual salary review (based on performance);- OKR-based bonus system;- Individual annual training budget which allows to visit paid conferences, training sessions, English lessons, workshops, etc.;- Personal development plan;- Corporate events and team-building activities;- Free lunches at the office.