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Swedish Quality Improvement Adviser

Betting Connections Full-Time  Tas-Sliema, Malta 3 Aug 2018

Job Description


Quality Improvement Adviser – Swedish
Malta

To produce and develop quality consistent monitoring of the quality standards of chat, email and telephone performance, across all lines relating to customer support.
To act as the quality control department of customer support and become a catalyst for quality improvement throughout all aspects of our operation to enable us to meet our target of delivering an outstanding customer experience.
To support the NPS initiatives across all brands

Responsibilities

  • Quality Improvement Team Leader is updated daily with regard to QIA’s own quality monitoring performance
  • Discretion and confidentiality is observed at all times.
  • Completing the overall monitoring process, ensuring consistency in your application, accurate in your recording and timely in your feedback.
  • Carry out work related to specific projects that may be generated as a result of the enquiry monitoring process.
  • Identify operational standards from which measurement of quality improvement will be driven.
  • Provide feedback to the CSLeadership Team in order that everyone will receive Enquiry Quality results to discuss with their agents during regular coaching sessions & 121’s
  • Highlight to the CSLeadership Team any issues identified via monitoring process that may require immediate action to resolve or activity potentially damaging to the organisation.
  • Identify those processes / methods of operation which can be improved, including liaising with Training Manager to implement any associated training that may be required.
  • Work to a structured process which ensures the correct quantity & quality of inquiry monitoring is completed during each month
  • Meet pre-determined operational Key Performance Indicators.
  • Identify ways to improve the customer journey through the monitoring process, customer feedback & project work streams
  • Forge positive working relationships with colleagues throughout the business.
  • Complete file audit of all adviser’s monthly basis and deliver to the Leadership Team
  • To develop self in order to increase personal contribution to the role.
  • Focus on costs, process improvements and/or efficiency to contribute to the profitability of the company.
  • Reinforce the culture and core values of the company through appropriate behaviors and actions

Requirements

  • You have a good general level of education, with a good standard of numeracy and literacy being important & excellent awareness of Microsoft Office applications
  • This role requires close liaison with the other customer facing functions within the company, so strong communication skills both written and verbal are important.
  • Thorough understanding of brands within the company
  • Proven background in Sales & Customer Service in igaming or quality coaching is desirable although not essential.
  • Super grasp of Swedish
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