Customer Care Quality Analyst

About the role

The Customer Care Quality Analyst will evaluate the performance of customer care representatives against defined quality standards and gaming‑specific KPIs. The role focuses on continuous improvement through feedback, coaching, and data‑driven insights.

Key responsibilities

• Analyse representatives' performance using predefined quality standards and KPIs.
• Provide detailed feedback and coaching to improve knowledge, communication and customer‑centric approach.
• Develop and maintain quality assurance guidelines aligned with industry best practices.
• Generate reports on evaluation results, trends and recommendations for management.
• Collaborate with the training team to design and deliver up‑to‑date training programmes.
• Conduct root‑cause analysis on complaints and propose process improvements.

Required profile

• Bachelor's degree.
• Minimum of 3 years of relevant experience.
• Excellent interpersonal and communication abilities.
• Strong analytical and computer literacy.
• Proficiency in Italian.

What we offer

• Permanent contract with flexible working hours and smart‑working options.
• Food allowance, pension fund and company‑owned laptop and mobile phone.
• 24 extra paid leave days and supplementary private health insurance.
• Flutter Sharesave Plan and preferential banking benefits.
• Inclusive work environment with diversity & inclusion initiatives, psychological well‑being support and continuous learning opportunities.