Group Customer Care Quality & Training Specialist

Hey there!

We're Fortuna Entertainment Group, and we’re excited to share why we’re a team worth joining.  

Who We Are? 

Founded in 1990, FEG is a top player in the betting and gaming industry. We proudly serve millions of customers across five European countries – Czech Republic, Slovakia, Poland, Romania, and Croatia – with our Business Intelligence operations based in India.  

Why Join Us? 

You’ll be part of a team that embraces bold ideas and delivers on its promises. We’re committed to providing exceptional betting and gaming experiences tailored to our customers’ needs, bringing fun and games to them. We also know that behind these experiences is a great team, which is why we invest in and value each of our colleagues. 

Where We Work? 

Our vibrant Prague office, located in the modern Churchill II building, is where work meets fun! Enjoy perks like our very own barista, 24/7 company gym, a game room, and a relaxed atmosphere where colleagues are as friendly as they are skilled.  

Current Opportunity:

Right now, we´ are seeking a Group Customer Care Quality and Training Specialist to join our Customer Care Department. The main goal of this role is to align audit delivery and quality standards and ensure customer satisfaction across all FEG markets. As Group Customer Care Quality and Training Specialist, you will be involved in developing, maintaining, and enhancing the Quality Measurement System (QMS) supported by Customer Care data analysis and maintenance.

What You’ll Be Doing:

Your daily activities will include, but not limited to:

• Develop, maintain and support AI training and enhancements for all communication channels.
• Cooperate with local Customer Care departments to maintain QMS, control standards, and propose best practices.
• Monitor audit delivery of operations and report Quality Metrics across all existing reports and potential reporting enhancements.
• Propose innovative ideas for enhancing customer experience across all FEG markets, including process optimization and automation.
• Drive the investigation of sensitive client-related matters with various teams to uncover reasons and circumstances.
• Coordinate with relevant stakeholders/vendors for any CC-related platform issues and ensure Operations departments are updated on new Customer Care systems and processes.

What We’re Looking For:

You should have experience in:

• High school graduate.
• Fluent English.
• Has at least 3 years of experience in a service-oriented role, preferably in Customer Service or Quality Management.
• Experience in managing or handling contact center-related systems such as CRM, voice and non-voice solutions, ticketing systems, reporting systems, etc.

• Ability to set priorities and manage multiple projects with minimal supervision. Very strong attention to detail.
• Advanced/Strong computer skills: MS Access, PowerPoint, Word, Excel (Power BI, SQL is a plus).
• Experience in Quality management.
• Has a good understanding of customer-related metrics such as NPS, CSAT, UAP, and Contact Drivers and the correlated reason for every trend improvement or decrease.

It would be a bonus if you bring:

• Prior experience in Gaming Industry is a plus.

Knowledge of language from any of our local country

Why You’ll Love It Here: 

Beyond our incredible office space, joining our team means enjoying a range of benefits:  

• An annual bonus 
• Five weeks of holiday 
• Flexible working hours and home office 
• An individual career development plan 
• Meal allowance and access to the Cafeteria Benefit System (vouchers for sports, culture, travel, and health) 
• Exclusive offers and discounts from our partners (Dr. Max, Datart, Skoda Auto) 
• Exciting employee events, including tickets to sports events, well-being programs, and internal activities. 

If this sounds like your kind of place, let us know by let us know by applying for the role! We can’t wait to hear from you.