Customer Support Quality Specialist - iGaming

Growe welcomes those who are excited to:

• Monitor Customer Support chats and e-mails to ensure compliance with all Growe standard policies and procedures;
• Document and offer feedback according to the given standards of QA team;
• Collaborate with the support team to establish best practices and set measurable performance goals;
• Create, compile, and present regular reports on key customer support quality metrics;
• Develop detailed reports on agent performance, customer feedback, and overall quality trends;
• Determine areas of improvement on each observed conversation with detailed explanation and further action plan;
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Support contact center;
• Identify and participate in design and improvements of monitoring process;
• Collaborate with other Customer Support professionals to improve overall customer service.

We need your professional experience:

• Advanced or Upper-intermediate English verbal and written proficiency;
• Fluent in Spanish;
• Experience in customer service or support, with at least 1 year in a quality assurance or specialist role;
• Strong ability to analyze data, identify trends, and generate actionable insights to improve support quality;
• Experience in creating reports, dashboards, and presentations using tools like Excel, Google Sheets, PowerPoint, or specialized reporting software;
• Excellent verbal and written communication skills to effectively deliver feedback, write reports, and communicate with team members;
• Open to working on-site from our office in Bogota.

We appreciate if you have those personal features:

• Strong analytical skills;
• Responsibility and multitasking;
• Proactivity and initiative.

We are seeking those who align with our core values:

• GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals;
• DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success;
• BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.