Quality Control Analyst

4 days ago

Toronto, Canada Kaizen Gaming Full time

**We are Kaizen Gaming**

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Bulgaria, Czech Republic, Portugal, Brazil, Chile, Peru, Ecuador and Canada. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.

**The role**

The Quality Control department contributes to the constant improvement of our services delivered to our most demanding stakeholders: our customers. This is a team of around 30+ energetic individuals, who are working on achieving high levels of customer experience.

The Quality Control department is primarily defined in two words: Continuous improvement. An ongoing improvement of services, processes and products offered by Kaizen. It is structured to oversee, maintain, and increase the quality level of the experience provided to our customers, assess the effectiveness and improve operational efficiency.

As Quality Control analyst you will be responsible for ensuring consistent quality of the company's customer service through constant evaluation and improvement of our processes and skills of our agents.

**Responsibilities**
- Be part and involved in the QC programs to contribute to their effectiveness;
- Daily monitoring of all channels of communication of the Services Division (Customer Service etc.);
- Constant evaluation of the agents' work (improving communication skills and knowledge via training methods);
- Initiate action to prevent nonconformity of services, products and processes;
- Follow up further processing of nonconforming service till the conformity has been resolved;
- Raise awareness and escalate on any incident including non-conformity or near-miss;
- Soft skills training / coaching (constant training of agents about handling complaints and difficult cases);
- Control and ensure the quality of both product-generic and customer-specific solutions;
- Data analysis and reporting findings to various stakeholders;
- Work as a project officer in order to deliver specific tasks assigned;
- Identify and analyze pain points in processes - products and tools and provide solutions and process refinements.

**Requirements**:

- Up to 3 years of working experience in a relative position (e.g. Quality Control, Customer support or in a Customer facing role);
- Understanding Customer needs and requirements so as to develop effective Quality Control processes;
- Excellent communication skills;
- Excellent command of the English language;
- Advanced PC literacy;
- Experience in the gaming industry will be considered an asset.

**We offer**

Competitive salary package and bonus scheme;
Unlimited access to Udemy & continuous training for all your learning and development needs;
- ️Health and life insurance for you and your family;
- Clear career paths & a developmental 360° feedback framework.

**Recruitment Privacy Notice**

Regarding the data you share with us, you may find and read our recruitment privacy notice here.

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