Quality Supervisor

Kaunas, LT

Full time

One who does it right when no one is looking!

Eneba is all about customer satisfaction, the highest quality of communication, and collaborative team effort to achieve feats extending far beyond the realm of ordinary pursuits. How do we do it? Well, we have got an entire squad of such dedicated customer support professionals ready to assist and accompany each interested individual from step 1 straight to step quality.

As Eneba’s Quality Supervisor, you will join a team of hard-working, dedicated, and skilled professionals who know that the impossible does not exist. What’s your role when making the impossible happen? You will get to maintain and innovate processes and quality control according to the highest standard. Everything from performance analysis and quality reviews, to feedback and mentoring will depend on your skillset. Moreover, this is a position meant for an individual willing to coach and help your colleagues through thick and thin.

To be successful in this role, one must not only possess great knowledge of the day-to-day in-store purchase subtleties and gaming-specific nuances but also excel at being a master-communicator able to gain both customers’ and fellow agents’ trust and light their path to an extraordinary experience. Ultimately, the Quality Supervisor ensures that the company’s reputation is at its highest, and quality matters are left unmatched. Are you the type of person we are looking for? Do not hesitate and apply today!

Responsibilities

  • Maintaining current CS quality standards as well as developing new ones
  • Reviewing quality for all support’s communication channels
  • Accompanying evaluations with meaningful and constructive feedback
  • Providing feedback about the work quality of agents to the supervisors
  • Analyzing the support team’s performance and its impact on KPIs
  • Creating strategies to improve support KPIs
  • Helping agents improve their performance with specific instructions and constant support
  • Mapping the need for training and collaborating with training specialists
  • Creating reports that reflect Customer Support quality results
  • Participating in calibration sessions to maintain consistency in internal evaluations
  • Contributing to the team culture in a positive manner

Job requirements

  • At least 2 years of experience in QA role in operations or customer support
  • Proven track record of quality results’ increase in previous roles
  • Experience in developing Quality Assurance strategy
  • Personal interest in providing top-notch quality support for the customer
  • Ability to provide results in a presentable manner for the team and management
  • A highly committed and proactive attitude
  • Critical thinking and problem-solving skills
  • Attention to detail
  • Good knowledge of MS Office
  • Fluency in written and spoken English

Extra points

  • Passion for video games and video gaming culture

Work perks

  • Collaboration with the top specialists from all departments
  • Opportunity to join our Employee Stock Options program
  • Opportunity to work on and help to scale a unique product (we consider Eneba as a living, breathing entity)
  • Personal and professional growth at an exponential rate
  • A community of like-minded professionals striving for a unified goal
  • Family-like team attitude and high motivation for success
  • Flexible hours, no unnecessary distractions
  • A modern and innovative company with a fresh attitude to ‘‘how it’s done’’
  • Startup vibe and hyper-growth
  • And all other neat stuff one expects to find in a well-structured office
Net salary (per month)

€1,000 - €1,500