Job Description
- Familiarity with BPO or shared-service environments
- Experience with standard QA methodologies (5 Whys, Ishikawa, Pareto)
- Experience with basic data-analysis tools (Excel, Google Sheets)
- Perform random quality evaluations according to the established Monitoring Guideline
- Identify critical cases and escalate to the Team Leader
- Analyze CSAT cases, tagging driver and sub-driver, and providing a complete diagnosis
- Attend and help run weekly calibration meetings; trigger extra sessions
- Provide actionable insights to Team Leaders to fuel coaching sessions
- Develop clear, concise reports to surface root causes and recommend corrective actions
- Create training materials, slide decks, and one-pagers tailored to the audience’s needs
- Proactively suggest enhancements to monitoring guidelines, forms, and workflows
- Assist in designing and maintaining the randomness table and the Calibration Gauge
- Experience in Quality Assurance, customer-service monitoring, or a closely related field
- Bachelor’s degree or equivalent professional certification
- Demonstrated ability to collaborate cross-functionally and support peer coaching
- Native Portuguese language skills
- Fluency in English
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
Let’s start with the role
The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO's Customer Service.
As a Quality Control Analyst you will:
- Monitoring & Evaluation: Perform random quality evaluations according to the established Monitoring Guideline. Identify critical cases and escalate to the Team Leader. Analyze CSAT cases, tagging driver and sub-driver, and providing a complete diagnosis.
- Calibration & Feedback Support: Attend and help run weekly calibration meetings; trigger extra sessions. Provide actionable insights to Team Leaders to fuel coaching sessions.
- Reporting & Material Creation: Develop clear, concise reports to surface root causes and recommend corrective actions. Create training materials, slide decks, and one-pagers tailored to the audience’s needs.
- Process Improvement: Proactively suggest enhancements to monitoring guidelines, forms, and workflows. Assist in designing and maintaining the randomness table and the Calibration Gauge.
What you’ll bring:
- Experience in Quality Assurance, customer-service monitoring, or a closely related field (e.g., call-center auditing, CSAT analysis);
- Bachelor’s degree or equivalent professional certification;
- Demonstrated ability to collaborate cross-functionally and support peer coaching;
- Familiarity with BPO or shared-service environments preferred; experience with standard QA methodologies (5 Whys, Ishikawa, Pareto) and basic data-analysis tools (Excel, Google Sheets) is a plus;
- Native Portuguese language skills & fluency in English.
