Employer Industry: iLottery Solutions

Why consider this job opportunity:
- Comprehensive Health, Vision, and Dental benefits
- 401k retirement savings plan (for US employees only)
- Profit Sharing Plan
- Opportunity for career development
- Fun & exciting work culture
- Flexibility to work remotely or in a hybrid location

What to Expect (Job Responsibilities):
- Design and maintain the Player Support Center monitoring process across all channels
- Monitor customer calls and chat interactions to ensure adherence to established policies and procedures
- Evaluate agent performance based on established quality standards and provide feedback for improvement
- Collaborate with training and management teams to develop and implement training plans and quality programs
- Conduct root cause analysis of customer complaints to identify areas for improvement

What is Required (Qualifications):
- 2 - 4 years of relevant work experience required
- At least 2 years of experience in quality assurance in a call center environment
- Strong knowledge of call center operations, customer service, and quality assurance principles and practices
- Excellent analytical, problem-solving, and decision-making skills
- Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint

How to Stand Out (Preferred Qualifications):
- Familiarity with call center software and technology
- Excellent communication and interpersonal skills
- Ability to multitask and prioritize tasks effectively
- Ability to work independently and as part of a team

#iLottery #QualityAssurance #CustomerService #CareerDevelopment #RemoteWork

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