Quality Assurance Specialist - Danish Speaking

Description

• 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. 

• 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.

• 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.