Call Quality Control Analyst – Italian Bilingual (Day 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 Gzira, 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 both Italian and English is mandatory and know another of the following languages at C1 level: Turkish; Swedish; Finnish; Dutch; German; Greek; French; Hindi.
• 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

What we offer:

• Complimentary Daily Meals: Enjoy freshly prepared breakfast and lunch at the office, Monday to Friday.
• Health and Well-being Support: Access to mental health support and a mental health allowance.
• Learning and Development: Opportunities to develop your skills and grow professionally.
• A Social Workplace: Regular team-building activities, company events and Friday socials.
• Office Perks: Complimentary coffee, tea and snacks throughout the day & a Relaxation area featuring a PlayStation and a ping pong table.

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 35 nationalities in 2 locations: Malta and the US. Being in business for more than 15 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! 👑