**Job Description**
**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 and Indeed 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 and Indeed 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**
