Customer Research Agent

Growe Talents group; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Growth Opportunities

Benefits Programs (gym, stomatology,心理

Job summary

Call Power, a leading international online gaming company, is seeking a QA focused professional to monitor customer support channels. You will document feedback, collaborate with the support team, and develop reports on QA metrics and agent performance.

Candidates should have strong English and Spanish skills, at least 1 year in QA or specialist roles, and the ability to derive actionable insights from data. A data-driven, process-improvement mindset is essential for success.

Qualifications

• 1 year or more in a quality assurance or specialist role in customer support.
• Strong ability to analyze data, identify trends and generate actionable insights.
• Experience creating reports and dashboards using Excel/Sheets/PowerPoint or similar tools.

Responsibilities

• Monitor customer support chats and emails to ensure policy compliance.
• Document and provide feedback according to QA standards.
• Collaborate with support teams to establish best practices and metrics.
• Create, compile, and present reports on quality metrics and trends.
• Identify improvement areas per observed conversations with action plans.
• Maintain knowledge of products, especially contact center performance requirements.
• Assist in design and improvements of monitoring processes.

Skills

English proficiency

Spanish language

Customer service

Data analysis

Reporting tools

Tools

Excel

Google Sheets

PowerPoint

Reporting software

Job description

Our client Call Power is an international online gaming company offering sports betting and casino services, with a significant presence in Latin America. Strategic focus is to deliver a high-quality, personalized gaming experience, leveraging advanced technology and localized services to cater to the preferences of the different Latin American players. Develop and launch own Casino Games, as well as operate own CRM, CS and Back-office platforms.

Perfect for those who aim to:

• Monitor Customer Support chats and e-mails to ensure compliance with all 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 a detailed explanation and a 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 the design and improvements of the monitoring process
• Collaborate with other Customer Support professionals to improve overall customer service

Experience you’ll need to bring:

• 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

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus
• Global Medical Coverage
• Growth Opportunities
• Benefits Programs (compensation for the gym/stomatology/psychological service Performance-Driven Rewards
• Dynamic Work Environment

Originally posted on Himalayas