Position: Team Lead
Category: Support
English level: fluent
Years of experience: 2

QA and Tone of Voice Specialist
Providing highly qualified online (chats) and offline (tickets) support, handling cases with problematic customers.
- Resolving difficult tasks and issues: finding the core of the problem and resolution to it.
- Being always ready to learn a huge portion of the new information.
- Tracking bugs and testing applications.
- Working with Excel/Docs Sheet, Google Docs. 
- Zendesk, Betconstruct, Amelco, Jira, Asana, SafeCharge, Apco, Looker, Slack
- Dealing with financial balance correction. 
- Sports/betting rules knowledge. 
- Casino audit trails. 

- Onboarding, training and leading junior and senior agents, helping them to improve their professional skills.
- Tone of voice trainings+quizes: analyzing agents’ chats and preparing the creative and informative tone of voice trainings (monthly), providing personal feedbacks (via a call or a chat) - inspiring agents for them to be eager to improve and fill some problematic “gaps”.
- Preparing open-to-users FAQ articles. 
- Making decisions and implementing them into the internal procedures. Delegating tasks and areas of responsibility to the staff. 
- QA: Analazying agents’ chats on the different points, leaving useful and important comments, calculating their bonuses based on this. 
- Helping Head Manager with additional, highly important and attention-needed tasks, providing feedbacks on agents’ professional growth, discussing different business aspects.
- Calls with Operations Director to discuss general and urgent business topics.