Customer Care Quality
Flutterbe Flutterint External
/job-details/11191
Customer Care QualityCustomer Operations Analyst 2
**About us:**
Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.
**What you’ll do:**
Analyze customer care representatives' performance based on predefined quality standards and gaming-specific key performance indicators (KPIs);
Provide comprehensive feedback and coaching to customer care representatives, focusing on improving their knowledge, communication skills, and customer-centric approach;
Develop and maintain quality assurance guidelines tailored to the environment, adhering to industry best practices;
Generate detailed reports on evaluation results, performance trends, and improvement recommendations for management review;
Work closely with the training team to design and deliver training programs, keeping customer care representatives up-to-date with the latest developments;
Conduct root cause analysis on complaints or issues to identify underlying problems and propose process improvements.
**What you’ll bring:**
Bachelor degree;
Minimum of 3 years’ experience;
Excellent interpersonal and communication skills;
Computer literate and analytical skills;
Management skills;
Excellent knowledge of Italian language.
**Why choose us:**
• Permanent contract;
• Food Allowance;
• Pension Fund;
• Company Owned Devices (laptop and business mobile phone);
• Flexible working hours and the possibility of smart-working (according to the company's internal policy);
• 24 Extra Hours Paid Leave;
• Preferential treatment on products offered by Intesa Sanpaolo bank;
• Supplementary Private Health Insurance and consultation with the company doctor;
• Flutter Sharesave Plan.
**Choose us also for:**
An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;
Continuous learning for soft and hard skills (es. Learn / Platform, Training);
Support for parents and children and new mothers’ contributions.
Volunteering during your working hours.
**Much more about us:**
Reviews and comments from our [Glassdoor](http://www.glassdoor.it/Panoramica/Lavorando-in-Sisal-EI_IE553794.13,18.htm) and [Indeed](http://it.indeed.com/cmp/Sisal-3/reviews) pages. Put yours!
**Equal Opportunity**
Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.
**Location: Tirana, Albania**
**About us:**
Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.
**What you’ll do:**
Analyze customer care representatives' performance based on predefined quality standards and gaming-specific key performance indicators (KPIs);
Provide comprehensive feedback and coaching to customer care representatives, focusing on improving their knowledge, communication skills, and customer-centric approach;
Develop and maintain quality assurance guidelines tailored to the environment, adhering to industry best practices;
Generate detailed reports on evaluation results, performance trends, and improvement recommendations for management review;
Work closely with the training team to design and deliver training programs, keeping customer care representatives up-to-date with the latest developments;
Conduct root cause analysis on complaints or issues to identify underlying problems and propose process improvements.
**What you’ll bring:**
Bachelor degree;
Minimum of 3 years’ experience;
Excellent interpersonal and communication skills;
Computer literate and analytical skills;
Management skills;
Excellent knowledge of Italian language.
**Why choose us:**
• Permanent contract;
• Food Allowance;
• Pension Fund;
• Company Owned Devices (laptop and business mobile phone);
• Flexible working hours and the possibility of smart-working (according to the company's internal policy);
• 24 Extra Hours Paid Leave;
• Preferential treatment on products offered by Intesa Sanpaolo bank;
• Supplementary Private Health Insurance and consultation with the company doctor;
• Flutter Sharesave Plan.
**Choose us also for:**
An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;
Continuous learning for soft and hard skills (es. Learn / Platform, Training);
Support for parents and children and new mothers’ contributions.
Volunteering during your working hours.
**Much more about us:**
Reviews and comments from our [Glassdoor](http://www.glassdoor.it/Panoramica/Lavorando-in-Sisal-EI_IE553794.13,18.htm) and [Indeed](http://it.indeed.com/cmp/Sisal-3/reviews) pages. Put yours!
**Equal Opportunity**
Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.
**Location: Tirana, Albania**
