QA Analyst

Description

QA Analyst

Customer Support - Athens, Attica (Hybrid)

Campeόn Gaming is an innovative Greek iGaming Hub with offices in Athens, Thessaloniki, and Nicosia, boasting 7 years of expertise and a strong international presence. We stand at the forefront of the iGaming industry, delivering a world-class gaming experience through our immersive technology stack and operational services.

We are a diverse and dynamic team of over 180 Campeones, representing more than 10 nationalities from around the world. Our core philosophy, "We are our People", reflects our values of diversity, equity, inclusion, and transparency. These values have earned us recognition as one of the
Best Workplaces in Europe for 2024, Best Workplaces in Greece for 2025, 2024, 2023, and 2021, and we have been certified as a Great Place to Work for 4 consecutive years.

We are also proud of ranking 6th Best Workplace for Women Hellas 2024 and 2nd Best Workplace in Tech Hellas for 2023.

We are currently looking for a QA Analyst to join us!

Key Responsibilities

• Daily
  monitoring of all
  channels of communication of the Services Division (Customer
  Service
  etc.).

• The goal of the auditing
  is the overall
  improvement of the CS
  performance and processes, and to
  help
  with the reduction of errors. Identify and address
  potential
  customer
  interaction
  issues and areas for further
  training.

• Check
  daily the KPI’s of the agents
  to
  ensure
  performance
  is
  kept on high
  levels

• Identify
  positive and extraordinary
  behavior /performance
  by the agents

• Take
  samples of the tasks
  from the agents, identify
  trends, and provide
  timely and accurate
  audit
  findings
  to the Head of CS and supervisors, to
  support
  staff
  one-on-ones and performance
  evaluations.
  Create
  evaluations
  with
  meaningful and constructive
  feedback.

• Summarize and communicate
  to
  management
  audit
  results on a regular
  schedule

• In coordination
  with the CS
  management
  team, it
  develops and maintains a quality
  audit
  program for the customer
  service
  team. Helps
  to
  identify
  new
  metrics for performance and detect
  broken
  internal
  processes.

• Works independently
  with
  general
  direction
  from the Head of CS

Requirements

• Excellent knowledge of all procedures and products

• Excellent verbal and written communication skills in English.

• Excellent analytical and data collection skills, research skills, verbal and written communication skills, attention to detail

• Capable of working independently with the ability to successfully plan, organize and prioritize workload. Time management skills

• Demonstrate ability and willingness to work in a team environment and to accomplish goals through cooperation

• Reliable and maintain strict confidentiality of staff information

• Proven ability to stay focused and multi-task in a fast-paced environment

• Must have strong computer skills, ability to work with Microsoft office products.

What We Offer:

• Competitive remuneration package &bonus scheme

• Access to Learning programs as well as funding to educational programs of your choice

• Private Medical insurance &Access to a 24/7 Employee Assistance Program

• Monthly allowance for orders via the Wolt App &free drinks and snacks at the office

• Coverage of your public transportation expenses and gym membership

• Paid educational leave

• Hybrid working model

• Modern offices in the center of Athens

• 360 feedbacks for Constant personal and professional development

• Birthdays are always a day off!

Equality/Diversity/Inclusiveness

At Campeón Gaming we are proud to provide equal opportunities to everyone. We value our employees, and we welcome everyone, no matter their ethnic, cultural, or religious background, or their beliefs, family status, and sexual orientation.

We support and encourage diversity, equal rights, and inclusiveness.

Our team consists of people from different ethnicities and cultures, and we believe that this was our competitive advantage, leading our company to rapid growth. Therefore, we are committed to fostering an inclusive and friendly environment, where everyone has an opportunity to grow and develop within the company.