Quality Assurance Specialist - Danish Speaking - Remote

Overview

The chosen candidate will be responsible for conducting thorough reviews of the quality of customer support agents' interactions as well as providing feedback, coaching and training sessions. We also play a key role in evaluating current processes and developing procedural improvements.

In Short

• Conducting quality evaluations for agents.
• Conducting face-to-face training and coaching sessions as required.
• Suggesting improvements to workflows, procedures and processes.
• Ensure that all used macros are up to date and suggest changes and implementation of additional macros to deliver the best Customer Experience.
• Identifying customer needs and taking proactive steps to maintain positive experiences, including performing outbound phone calls or conducting coaching sessions when needed.
• Analysing and interpreting customer feedback and escalating this to other departments when needed.
• Proactively maintaining and delivering the required service levels to maximise the team's productivity to support the desired operational efficiency and increase customer satisfaction.
• Answering customers' enquiries for LeoVegas and all other brands via chat and email in a timely and professional manner when needed.

Requirements

• Minimum of six months relevant experience within the iGaming industry.
• Fluent in Danish and English.
• Excellent attention to detail.
• Strong time management and organisational skills.
• Ability to prioritize and plan daily tasks using time efficiently, demonstrating thoroughness and monitoring own work to ensure quality.
• Impeccable initiative and proactivity.

Benefits

• Hybrid work policy.
• 4 weeks of Workation (T&C apply).
• Well-being allowance to support your active lifestyle.
• Private health insurance.
• Discounts across a range of retailers, gyms, bars & restaurants.
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.