Call Quality Control Analyst/ English Bilingual (Midday Shift)

We are Enteractive, a service provider in the online gambling (iGaming) industry. We are the industry leader and the experts in player reactivation. Be it online casino or sportsbook, we know how to reactivate players and increase their retention and loyalty to the brands we work with. Through our custom-made tech (Re)Activation Cloud®, we communicate with players around the world to promote our client’s platforms, while making sure they play responsibly! 💚

We are looking for a Call Quality control Analyst to join our Quality Control Team in Malta

As a Call QC Analyst, you'll play a vital role in upholding our high standards of quality and compliance by monitoring and evaluating the calls made by our sales agents.

To evaluate agents' calls, the evaluator must listen to recordings of the calls and score them based on a QA Scorecard, together with potential feedback. The QA Scorecard outlines specific criteria for evaluating the call, such as adherence to company policies, and provides a means for consistently grading the calls. The evaluator listens to each call and provides a score for each criterion, resulting in an overall score for the call. This process helps to ensure that agents are providing high-quality calls and following established guidelines

What you’ll be doing:

• Monitor and evaluate recorded calls against established quality assurance
  instruments and standards.
• Generate call review reports, analyse the results, and share insights with
  relevant stakeholders.
• Suggest, identify, and recommend improvements to our evaluation system to incorporate quality standards and measurable goals.
• Translate and transcribe calls from different languages into English as
  needed.
• Contribute to the development of quality control standards, processes, and
  procedures.
• Collaborate with the Responsible Gambling officer to identify and address
  any inconsistencies related to responsible gambling
• Prepare weekly/monthly/annual feedback as required.
• Meet established deadlines, targets, and timeline requirements

What you bring:

• Fluency in English and proficiency at a C1/C2 level in one of the following languages: Swedish, Italian, or German.
• Keen attention to detail and exceptional analytical skills to be able to identify mistakes/errors and tackle the appropriate actions.
• Strong verbal and written communication abilities.
• A commitment to impartiality in all responsibilities.
• Exceptional organizational and time management skills to meet deadlines.
• Honesty and a strong work ethic with a high level of integrity and confidentiality
• Availability to work Monday to Friday, from 12 PM until 8 PM.

What we offer:

• A mobile device with a paid plan and other relevant equipment (laptop, headset.
• Delicious daily breakfasts and lunches prepared by our in-house chef
• Coffee, tea, and snacks are available 24/7.
• Learning and development support and upskilling opportunities.
• Chill room with Playstation & ping pong table.
• Friday socials at the office, team-building, and company events;
• The opportunity to join a well-established company in a scale-up phase!

Working at Enteractive means being part of a team with more than 33 nationalities in 3 locations: Malta, Romania and the US. Being in business for more than 10 years, we are now in an exciting scale-up phase, because of all the great talented people we have with us. We always strive to be better, working hard while enjoying a good portion of fun and competition! 👑