Quality Assurance Coach x 5 at Hollywoodbets

The successful candidate will be responsible for monitoring and evaluating customer interactions to ensure adherence to company policies, quality standards, and service excellence. This role involves assessing contact (email, chat, voice & other) quality, providing feedback to agents, and identifying areas for improvement to enhance overall customer satisfaction

You Bring:

• 1-year Customer Service Experience
• 1-year Quality Assurance Experience.

A Bonus to have:

• Degree/Diploma in related field.
• Coaching and analysis experience.

What You’ll do for the Brand:

• Ad hoc listening to call recordings in line with QA scorecard to ensure that ratings are accurate
• Monitor and evaluate customer interactions (calls, emails, chats) for quality and adherence to company standards.
• Calibration participation and attending to help align self and others with QA standards.
• Collate QA reports and statistics for the campaigns, highlighting trends and training opportunities.
• Work closely with the contact centre training division to convert training insights into learning and development modules in Moodle.
• Identify trends and effectively alert the respective departmental management team
• Assist in developing and updating quality assurance guidelines and procedures.
• Customer complaints resolution – extraction and evaluation of call recordings based on customer complaints. Conduct root cause analysis.
• Any other ad hoc duties that might be required

What You’ll Bring to the Team:

• Strong Quality Focus
• Good coaching ability
• Customer Service Excellence.
• Exceptional reporting skills.
• Attention to detail

Deadline:17th July,2025