Quality Assurance Specialist
1 week ago
CoreStar is a dynamic technology company supporting partners in the fintech and iGaming industries with scalable, high-performance solutions.
Our expert teams bring a startup-driven mindset, focusing on innovation, collaboration, and efficiency in every project.
At CoreStar, you'll have the opportunity to grow your skills, tackle exciting challenges, and directly contribute to impactful products.
Project
We are seeking a detail-oriented Quality Assurance Specialist to monitor and enhance the quality of our German-speaking customer support team. This role is critical in maintaining exceptional service standards, ensuring compliance with iGaming regulations, and monitoring the performance of both agents and shift leaders.
Key Responsibilities:
Quality Monitoring & Assurance:
- Monitor and evaluate customer interactions across multiple channels (chat, email, tickets, Slack communications)
- Conduct regular quality assessments of German-speaking agents using established scoring criteria
- Review Zendesk reports and analyze support metrics to identify trends and areas for improvement
- Ensure all customer interactions comply with responsible gaming policies, AML regulations, and licensing requirements
- Maintain quality assurance documentation and provide detailed feedback reports
Performance Monitoring:
- Monitor and evaluate shift leaders' performance including team productivity, schedule adherence, escalation handling, and team management effectiveness
- Track KPIs for both agents and shift leaders, identifying performance gaps and improvement opportunities
- Conduct calibration sessions to ensure consistency in quality evaluations
Reporting & Analysis:
- Prepare comprehensive weekly and monthly quality reports for management and CEO
- Provide actionable insights based on quality data and customer interaction analysis
- Identify systematic issues and recommend process improvements
Coaching & Feedback:
- Deliver constructive feedback to agents and shift leaders through one-on-one coaching sessions
- Collaborate with the training team to address skill gaps and development needs
- Participate in performance review processes
Requirements:
- Minimum 2 years of experience in Quality Assurance within customer support or contact center environment
- Fluent in German and English (written and spoken)
- Strong knowledge of iGaming industry regulations, responsible gaming policies, and compliance requirements
- Experience with Zendesk or similar customer support platforms
- Proven ability to analyze data and generate meaningful insights
- Excellent attention to detail and analytical thinking
Preferred Qualifications:
- Previous experience in the iGaming or gambling industry
- Experience monitoring multilingual support teams
- Familiarity with quality frameworks and scoring methodologies
- Strong communication and coaching skills
Key Competencies:
- Objective and fair evaluation capabilities
- Strong written and verbal communication
- Critical thinking and problem-solving
- Time management and organizational skills
- Ability to work independently in a remote environment
- Diplomatic approach to delivering feedback
Benefits:
- 24 working days of paid annual leave
- 6 days of paid sick leave
- Official employment
- Medical insurance
- Coffee zone with fruit & snacks available in the office
- Corporate Lunch provided by the company
- Gym and sports classes
- Healthy and friendly work atmosphere
Join us and be one of the Core Stars
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