Quality Control Analyst

Our team is growing and is now looking for a Quality Control Analyst. In Kaizen we believe that investing in our people is the key to success. That's why we strongly encourage any current employee who is interested and meets the eligibility criteria for the role to apply.

Let’s start with the role:

The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO's Customer Service and Sales. 

Rooted in the principles of continuous improvement, the department is committed to refining and enhancing the services, processes, and products offered by Kaizen.

Our organizational structure is purposefully designed to oversee, maintain and elevate the quality of the customer experience. It involves assessing effectiveness and enhancing operational efficiency in tandem with our commitment to quality improvement.

As a Quality Control analyst within this framework, your role is pivotal in ensuring the consistent quality of the company's Customer Service and Sales departments. You will be actively involved in the ongoing evaluation and refinement of processes, as well as the continuous improvement of the skills possessed by our Customer Service and Sales agents.

As a Quality Control Analyst you will:

• Conduct daily monitoring of all communication channels within the Services Department (Customer Service, Customer Service Inbound, Sales);
• Continuously evaluate the work of agents, focusing on improving communication skills and knowledge through training methods;
• Actively participate in QC projects to enhance their effectiveness;
• Serve as a project officer in order to deliver specific tasks assigned;
• Raise awareness and escalate on any incident including non-conformity or near-miss;
• Coach agents about handling complaints and difficult cases;
• Conduct data analysis and report findings/insights to various stakeholders;

What you’ll bring:

• Over 2 years of experience in Customer support;
• Experience using MS Office;
• Strong command of English & Bulgarian languages;
• Outstanding analytical and problem-solving skills;
• Highly developed attention to detail;
• Effective communication and interpersonal skills;
• Learning to understand and anticipate customer needs, and providing excellent service;
• Experience in the gaming industry & Quality Control will be considered an asset;
• Inherent ability to navigate negotiations successfully;
• Demonstrated success in sales roles, including achieving sales targets and building client relationships.

Kaizen Gaming Perks

• 🕑 Hybrid model of working; 
• 🏃 A buddy will support you with your onboarding;
• 💸 Competitive salary package and bonus scheme;
• 👩‍⚕️ Health and life insurance for you and your family;
• 💰 Monthly meal allowance 
• ⭐Developmental 360° feedback framework;
• 📚 Unlimited access to Udemy & continuous training

#LI-Hybrid