Flutterbe
Customer Care Quality
Tirana - Rruga Dritan - 40h
Get past the screening software and onto a recruiter's desk
hirly rewrites your resume for this job — matching the keywords and skills in the posting, moving your most relevant experience to the top, and writing a cover letter to fit. About 30 seconds.
- Keywords matched to this posting
- Fit score before you apply
- Cover letter included
Apply from your AI assistant
Connect hirly to Claude and ask it to apply to this job. hirly tailors your resume, fills the employer’s form and asks before sending. ChatGPT: manual setup today.
Some employer sites stop an application at a CAPTCHA or sign-in and hand it back with a link. Applying needs a paid plan. Works with any assistant that supports MCP.
hirly's read of this role
- Seniority
- Mid level
- Country
- AL
- Work mode
- On-site / unstated
- First seen by hirly
- 8 Oct 2026
Derived automatically from the posting. Upload your resume above to see how the role scores against it.
the posting
Customer Care Quality
Customer Operations Analyst 2
About us:
Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.
- What you’ll do:
- Analyze customer care representatives' performance based on predefined quality standards and gaming-specific key performance indicators (KPIs);
- Provide comprehensive feedback and coaching to customer care representatives, focusing on improving their knowledge, communication skills, and customer-centric approach;
- Develop and maintain quality assurance guidelines tailored to the environment, adhering to industry best practices;
- Generate detailed reports on evaluation results, performance trends, and improvement recommendations for management review;
- Work closely with the training team to design and deliver training programs, keeping customer care representatives up-to-date with the latest developments;
- Conduct root cause analysis on complaints or issues to identify underlying problems and propose process improvements.
- What you’ll bring:
- Bachelor degree;
- Minimum of 3 years’ experience;
- Excellent interpersonal and communication skills;
- Computer literate and analytical skills;
- Management skills;
- Excellent knowledge of Italian language.
- Why choose us:
- Permanent contract;
- Food Allowance;
- Pension Fund;
- Company Owned Devices (laptop and business mobile phone);
- Flexible working hours and the possibility of smart-working (according to the company's internal policy);
- 24 Extra Hours Paid Leave;
- Preferential treatment on products offered by Intesa Sanpaolo bank;
- Supplementary Private Health Insurance and consultation with the company doctor;
- Flutter Sharesave Plan.
- Choose us also for:
- An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
- Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;
- Continuous learning for soft and hard skills (es. Learn / Platform, Training);
- Support for parents and children and new mothers’ contributions.
- Volunteering during your working hours.
- Much more about us:
- Reviews and comments from our Glassdoor and Indeed pages. Put yours!
Equal Opportunity
Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.
Location: Tirana, Albania
Listed on hirly, a job board. hirly is not the employer: Flutterbe is hiring for this role.
Want this one?
Upload your resume and hirly rewrites it for this job and writes the cover letter — in about thirty seconds, before you sign up.
Tailor my resume for this job