Customer Care Quality Analyst

About the role

Flutter, a global sports betting and iGaming group listed on the London and New York stock exchanges, operates in the Southern Europe & Africa region through well-known brands such as Sisal and PokerStars. The business is positioned for growth in a fast-moving market with a strong focus on innovation.

Key responsibilities

• Review customer care agents’ work against defined quality benchmarks and gaming-related KPIs.
• Share structured feedback and hands-on coaching to help agents strengthen product knowledge, communication, and customer-first service habits.
• Create, update, and apply quality assurance standards suited to the operating environment and aligned with industry best practices.
• Prepare clear reports on assessment outcomes, recurring performance patterns, and action points for management.
• Partner with the training function to build and deliver learning sessions so customer care teams stay current on new updates and practices.
• Investigate the underlying causes of complaints and service issues, then suggest improvements to processes and workflows.

Candidate profile

The role calls for a bachelor’s degree and at least 3 years of relevant experience. Strong communication and interpersonal abilities are important, along with good computer literacy, analytical thinking, management capability, and excellent Italian language skills.

Benefits and workplace support

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

Equal opportunity

Flutter states that it is an equal opportunity employer and encourages applications from candidates of all ages, cultures, religions, ethnicities, sexual orientations, gender identities, and gender expressions.

Location

Tirana, Albania.