PokerStars SEU is seeking a Quality Experience Specialist to enhance customer service quality by assessing staff performance and implementing quality standards in Malta, Ceuta, and Bulgaria. The ideal candidate will have strong analytical skills, experience in quality assurance, and the ability to communicate effectively across teams
Job Summary
As a Quality Experience Specialist, your primary focus is building a story which summarizes comprehensive quality performance; finding opportunities and suggesting solutions, as well as contributing to set the benchmark for standards we expect to deliver internally to drive a stronger customer experience.
In this role you will mainly be responsible for assessing representatives’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures.
PokerStars is part of Flutter Entertainment, the world’s largest sports betting and iGaming operator, with market leading positions in the US and across the world.
Matching Summary
Match Score: 85
PokerStars SEU is seeking a Quality Experience Specialist to enhance customer service quality by assessing staff performance and implementing quality standards in Malta, Ceuta, and Bulgaria. The ideal candidate will have strong analytical skills, experience in quality assurance, and the ability to communicate effectively across teams.
Skills & Requirements
Must-have
Quality Experience Audits
Quality metrics monitoring
Root cause analysis
Process improvement recommendations
Quality monitoring data system
Customer service performance assessment
Nice-to-have
Adaptable and ambitious
Bias for action
Builds lasting relationships
Collaborative working across multiple sites
Flexibility in approach to work
Key Requirements
Several years of professional experience
Customer service experience
Quality assurance (QA) role experience
Highly developed analytical skills
Process understanding
Fluency in English and Italian, Spanish or Portuguese