Quality Control Analyst (Czech Speaker)

1 Month ago • All levels • Quality Analysis

Job Summary

Job Description

Kaizen Gaming, powering Betano, is a major GameTech company operating in 19 markets, focused on leveraging cutting-edge technology for customer experience. As a Quality Control Analyst, you will be responsible for enhancing customer service by performing quality evaluations, analyzing cases, and providing feedback for improvement. This role involves attending calibration meetings, creating reports on root causes, and suggesting enhancements to monitoring processes and workflows. You will also be involved in developing training materials to ensure high levels of excellence in customer interactions.
Must have:
  • Perform quality evaluations and escalate critical cases.
  • Analyze CSAT cases and provide diagnosis.
  • Attend and help run weekly calibration meetings.
  • Provide actionable insights to Team Leaders.
  • Develop reports and create training materials.
  • Suggest process improvements for monitoring guidelines.
  • Native Czech language skills.
  • Fluency in English.
Good to have:
  • Experience in Quality Assurance or customer-service monitoring.
  • 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).

Job Details

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 Czech language skills & fluency in English.

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About The Company

Kaizen Gaming is one of the biggest and fastest growing GameTech companies in the world. With a focus on Technology and People we aim to continually improve our products and services to provide the best and most trusted online gaming experience to our customers around the world. 


We operate two brands in 13 countries: Betano (Portugal, Romania, Germany, Brazil, Bulgaria, Czech Republic, Chile, Peru, Ecuador, Canada-Ontario, Nigeria) and Stoiximan (Greece, Cyprus), and employ more than 2,200 people across three continents. Obsessed with our customers, we use technology and data to constantly push the boundaries of online gaming entertainment. 


Why work with us


💻Tech the Ride | Our Adventure

We have made it our quest to shape and influence the GameTech industry globally. We Kaizeners move fast and make things happen: we imagine, develop and build with no

limitations. Working here means getting the freedom to explore as you help us create the technology that powers entertainment.


😎Pick #oneteam | Our Culture

We each have a role to play in building a company culture we can all trust. We Kaizeners are open, direct and respectful; we support each other to reach our goals as

#oneteam. Working here means facing challenges that inspire the team to be on its A-game to get the job done.


☝ Level up | Our Growth

We know our hard work will take us places. We Kaizeners get plenty of opportunities to supercharge our potential as the company grows, overcoming challenges with the support of our colleagues. Working here means continually finding new boundaries to push and new career horizons to reach.


Press Play on Potential!

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