Overview

The Global QA, Shift Management, and Training Lead plays a pivotal role in maintaining high-quality standards in customer service, optimizing team performance, overseeing shift management processes, and fostering a culture of continuous improvement within the department and the organization.

If you enjoy working in a fast paced, rapidly growing business and delighting customers, you’ll fit in perfectly.

Areas of Responsibility

• Oversee the quality assurance team to ensure all customer service and operations interactions meet company standards, refining QA procedures to drive service excellence and compliance across B2B and B2C departments.

• Own the creation and management of detailed reports on agent performance, identify trends, and provide actionable insights to improve service quality.

• Develop and implement strategies to enhance QA processes, including creating QA checklists, scorecards, and feedback mechanisms.

• Own and oversee the process of creating and managing shift schedules for customer service agents, ensuring optimal coverage for all channels (tickets, chats, calls) during peak and off-peak hours, monitoring live ticket and chat queues, redistributing workloads as necessary to maintain SLAs and response times.

• Monitor and analyze shift-based performance metrics, such as average response time, first contact resolution, agent productivity, etc.

• Own the process of developing and delivering comprehensive training programs for new hires, ongoing agent development, and upskilling for all levels within the customer service department.

• Manage the continuous process of updating the internal knowledge base, ensuring all agents have access to the most current information.

• Regularly update the Head of Performance on QA outcomes, shift management efficiency, and training progress, as well as liaise with other managers and departments to ensure alignment on customer service goals, particularly around product launches, hiring, promotional activities, and process improvements.

What we are looking for...

• Minimum of 2+ years of experience in a similar role.

• Previous experience in the iGaming/gambling industry is a must. 

• Experience dealing with the USA/European iGaming market.

• Understanding of quality assurance, shift management, and training processes and tools.

• Excellent leadership skills, adaptable and flexible with an ability to multitask and work under pressure.

• Goal oriented and solution driven individual with a strong focus on producing high quality results within a fast-paced environment.

• High level of attention to detail, flexible and reliable.

• Strong reporting and communication skills, both written and spoken, with an excellent command of English.

• Highly motivated, team player, able to work on own initiative.

• Decision making and problem-solving skills are a must.

Benefits

• Competitive salary

• Flexibility and Remote Work 

• Training and Development

• International Collaboration with our teams based around the world

• Fast growing business where the sky's the limit for your career