Customer Support QA Specialist

About the role

Campeón Gaming is seeking a Customer Support QA Specialist to ensure the highest quality of service across all communication channels. You will work closely with the Customer Service team to audit interactions, improve processes, and support agent development.

Key responsibilities

• Monitor daily all communication channels of the Services Division.
• Audit interactions to improve performance, reduce errors, and identify training needs.
• Check agents' KPIs daily to maintain high performance levels.
• Recognize and highlight outstanding agent behavior.
• Sample agent tasks, identify trends, and deliver timely audit findings to the Head of CS and supervisors.
• Create evaluations with constructive feedback.
• Summarize and communicate audit results to management on a regular schedule.
• Develop and maintain a quality audit program in coordination with CS management.
• Identify new performance metrics and detect broken internal processes.
• Work independently under general direction from the Head of CS.

Required profile

• Excellent verbal and written communication skills in English.
• Strong analytical, data collection, research, and attention‑to‑detail abilities.
• Ability to work independently, plan, organize, and prioritize workload.
• Effective time‑management skills.

Required skills