Job Detail

Quality Assurance Specialist - Findershub

Date Posted: Feb 09, 2022
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Job Detail

  • Location:
    Lusaka, Lusaka, Zambia
  • Company:
  • Type:
    Full Time/Permanent
  • Shift:
    Morning Shift
  • Career Level:
    Operational level
  • Positions:
  • Experience:
    1 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Feb 15, 2022

Job Description

An online sports betting company


  • English Written and spoken at mother tongue level.
  • Excellent Computer skills (knowledge of Microsoft Office tools).
  • Excellent interpersonal communication and presentation skills.
  • Capacity to learn, adapt and operate in a fast and dynamic environment.
  • Ability to cope under pressure and in a stressful environment.
  • Previous experience as a QA Specialist – a must.
  • Previous experience in the Gambling industry– an advantage.
  • Experience in Customer Support – an advantage.
  • Ability to multi-task between different responsibilities and proven time management skills.
  • Training, monitoring and coaching skills


  • Monitor customer service performance on the agent and team level;
  • Review a subset of support agents’ conversations (chats, emails, phone calls);
  • Assess support interactions based on internal standards;
  • Report support team’s performance to the Team Leader;
  • Evaluate CS agents on a regular basis to identify areas of improvement and knowledge gaps;
  • Identify training gaps and suggest training solutions to fill them;
  • Address clients’ feedback and follow up as needed;
  • Prepare weekly reports on the CS agents’ performance and report to the Team Leader;
  • Provide feedback and coaching about case handling to the agents and point out opportunities for improvement;
  • Accompany evaluations with meaningful and constructive feedback;
  • Deep dive into the operational procedures to identify opportunities to up-skill the CS team performance;
  • Write procedures as needed based on identified gaps;
  • Utilize an in-depth understanding of metrics and workflows to identify workflow gaps and opportunities for process improvement;
  • Perform quality reviews; monitor conversations to evaluate customer service skills against established quality metricс, including but not limited, to accuracy of information, demonstrated professionalism and product knowledge;
  • Develop and expand the FAQ pages- internal & external.

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Company Overview

Lusaka, Lusaka, Zambia

Finders hub is an online database, web-based platform offering a real time solution to potential employers and recruiters to quickly source an individual with the required skills set, from a readily available database. The platform runs as an online... Read More

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