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Customer Care Training and Quality Assurance Specialist.

Jackpotjoy Group, is a global online gaming operator with over 30 online bingo and casino brands including Jackpotjoy, Costa Bingo, Vera&John, Botemania, Starspins, and Intercasino. We are a passionate team of Winners creating Winners, with the aim of delivering The jackpotjoy Winning Feeling to The World.

The Customer Care Training and QA Specialist plays a fundamental part in developing, mentoring and training employees with the aim of enhancing their Customer Care Core-Competencies and ensure that these skills are maintained over time. 

DUTIES & RESPONSIBILITIES:

Training:

  • Develop, implement and deliver introduction training materials for all Customer Support Agents.
  • Maintain and optimize induction training materials.
  • Ensure that new agents have mastered skills at the end of the induction process to deliver support to our customers.
  • Support SME’s on the creation of advanced training materials and ensure that they deliver their modules in a timely manner (6-month reoccurring training).
  • Ensure consistency of the SME’s training modules and ensure that all areas of knowledge are covered.
  • Assessing and evaluating of induction training and SME’s training

Quality assurance:

  • Monitoring and scoring chats, emails and calls monthly for all Customer Care representatives.
  • Conducting feedback sessions with team members each month to provide feedback to CS Agents.
  • Liaising with SME’s when knowledge gap has been identified.
  • Reviewing and maintaining up to date CS documents in wiki (knowledge database).
  • Provide advice and support to TL’s preparing appraisals and improvements plans.
  • Focus on the continuous improvement and best practices across brands

SKILLS AND PERSONAL ATTRIBUTES

  • Excellent level of reading and written language, multiple languages is a plus.
  • Experience and interest in working within a fast paced, multinational company;
  • A fun and outgoing personality with strong communication and interpersonal skills;
  • A meticulous approach with an eye for detail and a personal value towards confidentiality, professionality, and integrity.
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Department

Malta

The Emporium, Triq C. De Brocktorff, Msida
Malta Directions

Why join us?

  • Relocation Opportunities

    Is your dream job at Jackpotjoy Group in Malta, but you’re all the way in Brazil? Fear not! If we feel that YOU are the most successful candidate for a position, then we will offer a very attractive relocation package to help you on your way.

  • Full Responsibility

    We encourage all our employees to take complete ownership of whatever they’re working on. Be confident. Be empowered. Be successful.

  • Fast career track

    Do you know where you want to be in 5 years’ time? Then tell us! We love a long term plan and will do the utmost to help you get there.

  • Amazing Colleagues

    Hey, we have to spend 8 hours a day together. That’s over 2000 hours a year. They don’t just need to be pretty awesome people, they need to be the best of the best.

Office Culture & Environment

We pride ourselves as being one of the most dynamic multi brand, online casinos and settling for nothing but the best.

Our ambition is to be a world-wide player and we are well on our way. This ambition is driven by a team of awesome and talented individuals, each having their own superpower and contributing towards making us the best in the business.

When people join the team, they stick around and never look back. We firmly believe that going to work should be a positive experience and we do our very best to make sure that our employees are happy.

We work hard and play hard, and if this sounds like the place for you, then you're in the right corner.

As our good friend Aristotle once said: “Pleasure in the job puts perfection in the work.”

Already working at Jackpotjoy Group?

Let’s recruit together and find your next colleague.

email
@jackpotjoygroup.com
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