The Role
Reviews and evaluates multilingual customer support chat interactions for quality, accuracy, and compliance. Identifies process improvements, recommends corrective actions, prepares weekly QA reports, provides feedback to team leads and agents, monitors communication standards, updates quality procedures, maintains QA documentation, and supports consistent team performance.
Summary Generated by Built In
WorkaNova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back-office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, iGaming, and e-commerce industries, supporting more than 10+ languages.
We are seeking for experienced Quality Assurance Manager for live chats in iGaming industry to join our team.
• Daily review and evaluation of Customer Support chat interactions across multilingual teams to ensure quality, accuracy, and compliance with internal guidelines
• Identifying areas for improvement within CS processes and suggesting corrective actions
• Preparing clear and structured weekly QA reports for management
• Collaborating with team leads and CS agents to provide feedback and support continuous improvement
• Monitoring adherence to communication standards, and company protocols
• Participating in creating and updating internal quality procedures
• Maintaining accurate documentation within company QA software
• Supporting management in ensuring high performance and consistency across Customer Support teams
Requirements
• Bachelor’s or Master’s degree, or equivalent practical experience
• Minimum 1 year of work experience in Customer Support (experience in QA is a strong plus)
• Excellent knowledge of English; additional languages are an advantage (German preferred)
• Strong attention to detail, responsibility, and ability to multitask
• Good analytical and reporting skills
• Ability to work independently as well as in a dynamic team environment
Benefits
- Competitive fixed
salary
- Opportunity for
professional growth within the company
- Supportive,
positive and collaborative work environment
- Private health insurance
- Happy hour
Skills Required
- Bachelor's or Master's degree, or equivalent practical experience
- At least 1 year of work experience in Customer Support
- Excellent knowledge of English
- Additional language skills, preferably German
- Strong attention to detail and sense of responsibility
- Ability to multitask
- Good analytical and reporting skills
- Ability to work independently and in a dynamic team environment
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The Company
What We Do
WorkaNova is a global business-process-outsourcing (BPO) and customer-experience specialist serving iGaming operators and other companies. It provides multilingual live-chat, email and ticket support, second-line support, quality assurance, VIP player support, sales, technical support, and back-office services. The company builds dedicated teams, manages service levels and reporting, and supports partners across international markets and multiple time zones.
