Quality Analyst (Email & chats)

Who We Are   Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.   The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.   We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
We are seeking a detail-oriented and experienced Quality Analyst to ensure the highest standards of quality in our email and chat support processes. The QA will monitor, evaluate, and improve customer interactions across email and chat channels, ensuring exceptional customer experiences and adherence to company standards
Responsibilities:
◦ Review and evaluate email and chat interactions to ensure compliance with company policies, procedures, and quality standards. ◦ Identify communication gaps, inconsistencies, and areas for improvement in agent responses. ◦ Provide constructive feedback to agents based on quality evaluations. ◦ Collaborate with team leads and trainers to develop and implement coaching strategies. ◦ Generate and analyse quality reports to identify trends and recurring issues. ◦ Present insights and recommendations to stakeholders for process improvements. ◦ Participate in calibration sessions to align on quality standards and criteria. ◦ Suggest process enhancements to improve overall customer satisfaction and operational efficiency. ◦ Ensure agents adhere to legal and organisational compliance requirements. ◦ Assist in updating training materials to reflect quality benchmarks and best practices.
Requirements:
◦ Bachelor’s degree or equivalent experience in a relevant field ◦ 2+ years of experience in a Quality Analyst role for email and chat support. ◦ Strong understanding of email/chat platforms and CRM tools ◦ Familiarity with quality assurance frameworks and methodologies. ◦ Proficiency in MS Office Suite and quality management tools. ◦ Ability to provide actionable insights and foster agent improvement. ◦ Attention to detail and a strong sense of accountability. ◦ Positive attitude and ability to collaborate with cross-functional teams. ◦ Self-motivated with a continuous improvement mindset.