Customer Care B2C Quality

**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** Burimi: https://al.linkedin.com/jobs/view/customer-care-b2c-quality-at-sisal-hub-albania-4380352751

Niveli: mid level