QA Associate

Responsibilities

• Monitor and evaluate customer service interactions to ensure high quality, compliance, and performance against key KPIs
• Develop documentation detailing company standards and communicate policies on behalf of the organization
• Audit internal and external processes to improve reliability based on business needs and customer experience
• Perform omnichannel monitoring and provide trend data to the management team
• Coordinate and facilitate call calibration sessions and training refreshers for Customer Care staff
• Provide actionable feedback, coaching, and data to Team Leaders and various internal support groups

Requirements

• 2+ years of experience in a Customer Service role
• Fluent in written and spoken French
• Fluent in written and spoken English
• Intermediate MS Excel skills
• Strong logical and analytical reasoning skills
• Excellent communication, presentation, and organizational skills
• Ability to multitask and adapt to changes in a fast-paced environment

Preferred Qualifications

• Previous experience as a QA Associate
• Proficiency in Portuguese or Spanish

About the Company

Sporty Group is a global leader in the gaming and entertainment industry, dedicated to providing exceptional customer experiences through innovation and high-quality service standards.