Ops Quality Analyst and Learning and Development Specialist
Anakatech, Bulgaria
Job Description
Anakatech is an innovative technology company focused on the development of its iGaming Platform and unique variety of soft games both web and mobile-based. The company is B2B oriented and accomplishes the whole cycle, from the development of games to the support of our partners amp; end-users.
Established in 2013, with an office in Sofia, Bulgaria, Anakatech’s growing global teams of highly skilled professionals offer our clients expertly developed software, a spectacular selection of games, comprehensive business solutions, achieved through our marketing, analytical, and support services, while still retaining the enthusiasm of industry pioneers.
With the rapid expansion of our Bulgarian office, we are looking for a highly motivated person to join our team as an Ops QA, Learning amp; Development Specialist.
Responsibilities:
- Drive the assigned agents towards the achievement of the established quality standards;
- Analyze and document critical performance actions and metrics to improve services;
- Provided feedback on all findings to further enhance as well acknowledge advances to assigned agents;
- Consider ways to enhance and automate processes for better customer interaction;
- Offer feedback on possible tool enhancement and automation;
- Conduct root cause analysis of escalated cases in hopes of minimizing such cases;
- Assist with the updating and managing of all Department Standard Operational Procedures and training materials;
- Proactively pinpoint potential needs of training according to agent performance;
- Give feedback to management and Ops Leads on critical findings for swift correction;
- Provide process or tool related updates that are guided through the QA team;
- Preparing and providing written and verbal data-rich feedback for team members and managers against the interactions reviewed;
- Producing reports for the Team Lead on the outcomes and effectiveness of QA;
- Take part in the creation for all relevant trainings in relation to policies and processes, compliance, and operating systems;
- Interrogating and interpreting quality data using strong investigative and analytical skills, from a range of sources to support effective decision making;
- Assist in translating regulatory requirements in operational framework.
Requirements
- Has fantastic soft skills, with QA amp;Training background/experience;
- Fluent level of English;
- Fluent level of German/ French/ Dutch/ Spanish would be considered as advantage;
- Knowledge of call canter metrics and performance deliverables;
- An ongoing interest in proactive self-development;
- Analytical skills with emphasis on detail;
- Effective decision making and influencing skills;
- Top class verbal and written communication skills;
- The ability to cope with and adapt to unexpected situations while staying connected and maintaining a great attitude;
- Business and industry awareness.
Benefits
- A Dynamic and rapidly growing global company;
- Great and supportive working environment;
- Opportunity to join a family of great and friendly talents (like you);
- Highly competitive salary;
- Very good benefits system which includes sports card, additional health insurance (with dental services) and others;
- Long-term career opportunity and job security in a multinational company;
- Brand new offices with play and relaxation zones. Ahh and a fabulous 360-degree view of Sofia :-)