Ops QA, Learning and Development Specialist with Spanish

Ops QA, Learning and Development Specialist with Spanish
Anakatech, Bulgaria

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Associate Degree
Total Vacancies
1 Job
Posted on
Apr 24, 2021
Last Date
May 24, 2021
Location(s)

Job Description

We are ISGBG, part of Anakatech, an established, leading lottery scratch cards and slots games development company that operates globally. We bring a fresh winning approach to development and business operations in the gaming industry by focusing on innovation, process improvement, customer engagement, technology innovation, and talent development.


With the rapid expansion of our Bulgarian office, we are looking for highly-motivated person to join our team as an Ops QA, Learning and Development Specialist with Spanish.

What you would do:

  • 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 frameworks.

Requirements

  • Has fantastic soft skills, with QA amp;Training background/experience;
  • Excellent level of Spanish amp; English;
  • 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 :-)

Job Specification

Job Rewards and Benefits

Anakatech

Information Technology and Services - Sofia, Bulgaria
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