Call Center QA Manager

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

A Call Center QA Manager, who will play a pivotal role in driving the Quality Assurance strategy for Customer Service Operations.

As a member of the global quality assurance team, you will be responsible for implementing quality assurance best practices and scaling them across five locations, encompassing over 1,000 employees and 22 languages ensure consistent and exceptional customer service.

Your expertise will be instrumental in defining comprehensive quality metrics aligned with Business goals, creating Quality Assurance strategies for our multi-site contact centers, and analyzing quality issues to identify and implement both remedial and preventative measures.

You will work closely with key operational stakeholders, you will serve as a subject matter expert in customer service, providing critical input on objectives and actions to drive the continuous improvement of service delivery. This exciting role offers the opportunity to spearhead a key area under development, allowing you to establish and shape quality assurance practices from the ground up.

The position includes a competitive salary and benefits package, along with the opportunity to travel to our contact centers across four different continents. Please note that evening and weekend work will be required to ensure successful collaboration with our global customer service teams.

The salary range for this role is $80,000 - $90,000 annually.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Qualifications

• Passionate and highly driven about fostering a culture of continuous improvement, with a strong ability to challenge the status quo and produce innovative solutions.
• Proven track record in enhancing employee performance across large organizations, demonstrating effective leadership and motivation.
• Ability to interpret complex data sets and generate actionable insights that drive performance improvements.
• Proficient in data analysis tools and methodologies, enabling informed decision-making and strategic planning.
• Extensive experience in driving process improvements and implementing change management initiatives to enhance operational efficiency.
• Excellent communication and presentation abilities, capable of engaging and influencing stakeholders at all levels of the Organization.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives in a dynamic, fast-paced environment.
• Extensive experience in customer service and gaming experience.
• Ability to work effectively with ambiguity, demonstrating resilience and adaptability in a changing environment.
• Commitment to delivering exceptional customer service and fostering a customer-centric culture.

Additional Information

• Managing Quality Assurance for a global Business across multiple sites and languages, ensuring consistency and quality.
• Leading and supporting a team of Auditors, Supervisors, and Analysts to maintain high-quality standards.
• Providing regular updates to all senior management and stakeholders on QA activities, performance metrics, action plans.
• Ensuring timely completion of audits within agreed Service Level Agreements (SLAs) with high accuracy.
• Evaluating audit data to derive actionable insights and develop strategies aimed at improving frontline employee performance.
• Identifying underlying issues affecting performance and quality, and assess gaps in processes, tools and training to drive continuous improvement by working with the cross functional stakeholders.
• Supporting the scaling of QA processes and frameworks, leveraging tools and technology to enhance efficiency.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.