About the role

Aplyr's Quick Take

This role is about monitoring and evaluating customer service quality, providing feedback, and suggesting process improvements. You'll be analyzing customer satisfaction data and creating reports to help enhance service quality. It's an individual contributor role focused on quality assurance in a customer service context.

Good fit

Ideal candidates have experience in quality assurance or customer service monitoring, and are comfortable working with data and reports. A collaborative mindset and familiarity with BPO environments will help you thrive here.

Worth noting

The company emphasizes a diverse and supportive workplace culture, and the role may involve frequent collaboration with team leaders and other departments. However, the spec lacks detail on specific tools or technologies you'll be using.

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role

The Quality Control department is at the forefront of our commitment to consistently enhance the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO's Customer Service.

As a Quality Control Analyst you will:

Monitoring & Evaluation: Perform random quality evaluations according to the established Monitoring Guideline. Identify critical cases and escalate to the Team Leader. Analyze CSAT cases, tagging driver and sub-driver, and providing a complete diagnosis.
Calibration & Feedback Support: Attend and help run weekly calibration meetings; trigger extra sessions. Provide actionable insights to Team Leaders to fuel coaching sessions.
Reporting & Material Creation: Develop clear, concise reports to surface root causes and recommend corrective actions. Create training materials, slide decks, and one-pagers tailored to the audience’s needs.
Process Improvement: Proactively suggest enhancements to monitoring guidelines, forms, and workflows. Assist in designing and maintaining the randomness table and the Calibration Gauge.

What you’ll bring:

Experience in Quality Assurance, customer-service monitoring, or a closely related field (e.g., call-center auditing, CSAT analysis);
Bachelor’s degree or equivalent professional certification;
Demonstrated ability to collaborate cross-functionally and support peer coaching;
Familiarity with BPO or shared-service environments preferred; experience with standard QA methodologies (5 Whys, Ishikawa, Pareto) and basic data-analysis tools (Excel, Google Sheets) is a plus;
Native Swedish language skills & fluency in English.

Kaizen Gaming Perks

Hybrid way of working
A buddy will support you with your onboarding
Competitive pay and bonus scheme
‍⚕️ Private health insurance for you and your family
Monthly meal allowance
⭐Developmental 360° feedback framework
Unlimited access to Udemy & continuous training
‍‍‍ Family Support
#LI-Hybrid
#LI-DK1

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

Skills & Tags

go rust ai data design

Aplyr's read

Kaizen Gaming is a dynamic player in online gaming and sports betting, attracting talent in tech innovation and responsible gaming practices.
Synthesized from recent postings & public sources

What's promising

•Kaizen Gaming is rapidly expanding, offering numerous opportunities for career growth in tech and gaming.
•The company invests heavily in innovative technology, enhancing customer experiences in the gaming sector.
•Kaizen Gaming prioritizes responsible gaming, reflecting a commitment to ethical business practices.

What to watch

•The online gaming industry faces strict regulatory scrutiny, which could impact business operations.
•High competition in the gaming sector may pressure Kaizen Gaming to continuously innovate.
•Economic fluctuations can affect consumer spending on gaming and betting services.

Why Kaizen Gaming

•Kaizen Gaming combines cutting-edge technology with engaging gaming experiences, setting it apart in the industry.
•The company has a strong focus on responsible gaming, distinguishing it from competitors.
•Kaizen Gaming's diverse role offerings highlight its commitment to innovation and employee development.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Kaizen Gaming

Kaizen Gaming

kaizengaming.com

View company

Kaizen Gaming is a leading gaming and technology company that operates in the online gaming and sports betting sectors, providing innovative solutions and engaging experiences for customers.