On behalf of our client, Patrianna
Patrianna is a fast-growing global business on a mission to deliver life-changing moments of joy to our customers. We’re proudly headquartered in Gibraltar, at the southern tip of Europe - but we think beyond borders, recruiting top talent from anywhere in the world.
At Patrianna, you’ll join a driven and collaborative team where ownership is encouraged, learning is constant, and your work has real impact. We believe in empowering people to thrive - personally and professionally - through trust, autonomy, and shared purpose.
Overview
We’re looking for a QA Agent who’s passionate about safeguarding our players and ensuring operational excellence within Payments, Risk, and Fraud. This role ensures that every decision and process within Player Operations meets the highest standards of accuracy, compliance, and fairness through detailed audits, clear feedback, and continuous improvement.
If you thrive in a fast-paced environment where your insights directly protect our business and players - you’ll fit right in.
What You’ll Be Doing
- Act as the quality expert within the Player Operations (Payments, Risk & Fraud) team, driving best practices and consistency.
- Conduct regular QA audits of cases (e.g., fraud reviews, verifications, risk investigations) to ensure compliance with policies, regulatory requirements, and internal standards.
- Deliver actionable feedback via one-on-one coaching and team sessions to drive accuracy, consistency, and skill development.
- Perform root cause analyses (RCAs) on errors or escalations to identify systemic issues and recommend process improvements.
- Participate in calibration sessions to align quality expectations across internal teams and external partners.
- Review escalated cases, customer complaints, and payment disputes, providing well-documented recommendations for resolution.
- Maintain and update QA process documentation as fraud and risk workflows evolve.
- Prepare weekly and monthly QA reports highlighting trends, gaps, and recommendations for process improvement.
- Contribute to team discussions focused on refining fraud detection, payment verification, and risk prevention frameworks.
- Support special projects or tasks that arise - bringing flexibility and initiative to the role.
What You Bring
- iGaming or gambling industry experience is a must.
- Proven experience in a QA, risk, fraud, or payments-related role.
- Strong analytical skills with a proactive, problem-solving mindset.
- Excellent communication skills with the ability to deliver clear and constructive feedback.
- High attention to detail and a commitment to maintaining accuracy, compliance, and consistency.
- Familiarity with fraud/risk tools, payment systems, and player verification processes.
- Ability to work independently in a dynamic, remote-first environment.
Why Join Patrianna?
- Growth & Continuous Learning
Learn by doing, take ownership of projects, and grow your career in a supportive, fast-evolving team.
- Ego-Free Collaboration
Work with people who value respect, open communication, and shared success—no egos, no politics.
- Ownership & Accountability
Be trusted to lead, contribute ideas, and deliver real outcomes. Your voice and actions matter here.
- Purpose & Impact
You’re not just checking boxes - you’re helping shape meaningful experiences for our customers every day.
- Flexibility & Rewards
Enjoy the freedom to work in ways that suit you, backed by a culture that recognises effort and celebrates impact.
What We Offer
- Remote and flexible working environment
- Ongoing training and development opportunities
- A truly international, collaborative culture
- A high-growth environment where your career can take off