Customer Care Quality Coordinator for Romanian market
Fortuna Entertainment Group

Fortuna Entertainment Group

Customer Care Quality Coordinator for Romanian market

  • Permanent contract 
  • Praha
  • Occasional remote authorized

The company

Fortuna Entertainment Group

Fortuna Entertainment Group

  • Lotteries / Gambling, Sports
  • From 250 to 2000 employees

The job

Customer Care Quality Coordinator for Romanian market

  • Permanent contract 
  • Praha
  • Occasional remote authorized

This position was filled!

Who are they?

Kdo by neznal historii Fortuny, který bezesporu patří mezi české legendární podnikatelské příběhy a jejíž počátky sahají do roku 1990. Tehdy se z malé sázkové kanceláře, která se soustředila na sázení s pevnými kurzy, stala v průběhu několika let hrdá mezinárodní společnost Fortuna Entertainment Group udávající trendy na trhu v oblasti sázení a pobočkami v 5 dalších evropských zemích.
FEG je dnes největším provozovatelem kurzových sázek ve střední a východní Evropě. Jejím posláním je přinášet klientům více zábavy a vzrušení ze hry přes všechny možné on-line kanály i skrze širokou síť poboček.

Výborná znalost sportovního a sázkařského prostředí umožňuje bookmakerům nastavovat kurzy tak, aby byli vysoce konkurenceschopní a zároveň atraktivní pro klienty, protože dobrý bookmaking umožňuje přijímat i vysoké sázky.

Fortuna se během několika pár let stala nositelem zavedené značky mezi zákazníky a její růst podpořil i rychlý vzestup v on-line sázení. Stali se tak lídrem v určování trendů v oblasti sázení.

Fortuna Entertainment Group
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Job description

As the leader in the CEE region, we keep our customers first. To achieve our goals we´re going to boost our Customer Care department on the Group level. Our goal is to upgrade our services in efficiency and quality. Because of that, we´re hiring new colleagues who help us with quality assurance and overall improvement. Currently we are looking for Customer Care Quality Coordinators for Romanian market. Are you good enough at helping people or finding a better solution to complete key tasks? If so, this could be the role for you!

Responsibilities:

  • Conduct quality checks and audits across our customer care teams (on local and group level)
  • Implement clear overall quality strategy with scalable process/tools/systems that allow resource-efficient monitoring of decision accuracy and aligned to the strategic goal
  • Bring innovation ideas and help the client create work process standardization
  • Develop QMS, which includes a definition of control standards, roll out of best practices, and performance reporting as approved by the Group Customer Care Experience Manager and/or Group Head of Customer Care
  • Ensure audit delivery of operations is done as per agreed target set
  • Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened
  • Identify Training and development issues in terms of Training need Identification and reasons for failure if any
  • Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance
  • Ensure 100% Customer Satisfaction and check if all activities are directed towards this objective
  • Ensure regular and accurate Quality Monitoring

Preferred experience

  • Customer care experience is a must
  • Fluent English and a C2 level of Romanian language
  • Strong leadership, communication and interpersonal skills
  • High energy, enthusiasm and a strong interest in continuous improvement
  • Advanced/Strong computer skills: MS Access, PowerPoint, Word, Excel, and Minitab
  • Knowledge in executing root cause analysis technique such as fishbone, 5 why would be a plus
  • Solid understanding of lean, six sigma, and/or other improvement tools and techniques would plus as well

We Offer:

  • Annual bonus
  • Cafeteria plan and electronic meal vouchers
  • Discounts and promotions by our partners and Penta group companies (e.g. Dr. Max Pharmacies: Gold Partner)
  • Occasional home office
  • 5 weeks of vacation
  • An interesting and challenging job of a successful international group at the Prague headquarters (informal international teams, communication in English on daily basis)
  • No dress code
  • Various events for employees (sports and corporate events, internal competition for tickets for sports and social events etc.) Brand new offices in the Churchill office complex
  • Our own café, relaxing zone, gym and great amenities around the office

Equal Opportunity
Fortuna Entertainment Group is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, sex, age, national origin, citizenship status, religion or belief, marital status, genetic information, sexual orientation, gender identity, military/veteran status, physical or mental disability or any other characteristic protected by applicable laws.

Responsible Gaming
Fortuna’s main objective is to protect our customers by providing a safer gaming environment. For these purposes, exploring best Player Protection Practice and current challenges within the industry, we have implemented an integrated technical system called Fortuna Player Protection (FPP), which uses markers of harm to identify behavioral changes and log red flags when there are indications about possible problematic behaviors.

Fortuna’s Player Protecting Measures include:

  • Providing high level Responsible Gaming training to all customer-facing staff
  • Detecting Players at Risk, using Markers of Harm behavioral analytics
  • Implementing Responsible Marketing Strategies
  • Applying Responsible Gaming Interaction Matrix based on customer segmentation and risk level

Fortuna Entertainment Group is committed to creating a safe work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.feg.eu/responsibility

Fortuna Entertainment Group

Fortuna Entertainment Group

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