Genesis is a full-service international IT company. More than 1,500 people in five countries create products for more than 200 million unique monthly users. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a project in the Genesis ecosystem. We’re a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and we've experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

Our statement:

• We’re against war and unjustified aggression,
• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,
• We provided the team with charging stations,
• We continue to work together for the future of Ukraine.

We are currently actively looking for a QC Agent for our new client to enhance service quality, standardize the support team’s work, develop agents, and improve the user experience.

Your future responsibilities include:

• Maintain and develop the knowledge base: update content, conduct audits, and implement standards.
• Control the quality of the support team’s work: evaluate tickets and chats, identify errors, risks, and fraud scenarios.
• Conduct group and 1:1 coaching sessions, train new agents, and provide constructive feedback.
• Create and maintain checklists, quality criteria, and process standards.
• Analyze cases related to games, payments, bonuses, KYC/AML, and suggest improvements.
• Influence the development of the product, workflows, and user experience.Support the team in daily operational processes.

Needed experience & skills:

• 1+ years of experience in Customer Support or Quality Control.
• English proficiency at C1 level.
  
• Analytical mindset and the ability to structure processes from scratch.
• Experience with CRM and Helpdesk systems (Zendesk, Freshdesk, Intercom, etc.).
• Attention to detail and the ability to spot inconsistencies in communication and logic.
• Ability to handle complex cases, identify root causes, and explain solutions.
• Able to explain complex concepts clearly and simply.
• Highly organized, responsible, good time-management, and stress-resistant.
• Proactive and initiative-driven.

Nice to have:

• Experience with QC tools (Kaizo, MaestroQA, Playvox, Scorebuddy, Klaus).
• Experience working with knowledge-management systems (Notion, Confluence, Figma, Miro).
• Knowledge of Google Sheets, Canva, or similar tools.

Work with EverHelp is about:

• Opportunity to join the Ukrainian company and help the Ukrainian economy,
• 20+ vacation days and unlimited sick leaves,
• Medical insurance and +10 Healthcare leaves for mental & physical recovery,
• Continuous learning & development inside a team and on an individual level: compensation for professional webinars, courses, conferences, etc.,
• Team of professionals who’s ready for knowledge sharing, internal professional communities, team buildings,
• Free sport classes, corporate discounts for gym membership and for other different services like medical services, language schools, etc.

Submit your resume and join our team!