Customer Care Quality

About the Company

Sisal Hub Albania is part of Flutter, a major online sports betting and iGaming group listed on the London and New York stock exchanges. The business operates across the Southern Europe & Africa region and includes well-known brands such as Sisal and PokerStars. The company emphasizes innovation, growth, and working in a fast-moving market.

Role Overview

This position focuses on monitoring customer care performance, improving service quality, and helping representatives strengthen both their technical understanding and customer interaction skills. The role also supports training, reporting, and process enhancement efforts within the customer care function.

Key Responsibilities

• Review customer care agents against defined quality benchmarks and gaming-related performance indicators.
• Deliver structured feedback and coaching to help representatives improve product knowledge, communication, and customer-focused service.
• Create and update quality assurance standards aligned with the operational environment and industry best practices.
• Prepare clear reports covering evaluation outcomes, performance patterns, and recommended improvements for management.
• Partner with the training team to build and run learning programs that keep customer care staff informed about the latest updates.
• Investigate complaints and recurring issues to identify root causes and suggest process improvements.

Requirements

• A bachelor’s degree is required.
• At least 3 years of relevant experience is needed.
• Strong interpersonal and communication abilities.
• Comfortable using computers and working with analytical data.
• Management capability is expected.
• Excellent command of the Italian language.

Benefits and Perks

• Permanent employment contract.
• Food allowance.
• Pension fund.
• Company-provided laptop and business mobile phone.
• Flexible working hours with the option for smart working, subject to internal policy.
• 24 additional paid leave hours.
• Preferential banking terms with Intesa Sanpaolo.
• Supplementary private health insurance and access to the company doctor.
• Flutter Sharesave Plan.
• Inclusive workplace with active diversity and inclusion initiatives.
• Mental well-being support, including online meditation, online medical services, and counseling from certified psychologists and coaches.
• Ongoing learning opportunities for both soft and technical skills through training platforms and programs.
• Support for parents, children, and new mothers.
• Volunteer opportunities during working hours.

Equal Opportunity

Flutter is committed to equal opportunity hiring and values diversity and inclusion. Candidates are considered without regard to age, culture, religion, ethnicity, sexual orientation, gender identity, or gender expression.

Location

The role is based in Tirana, Albania.