Quality Assurance Specialist – Customer Services

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

We are seeking a Quality Assurance Specialist- Customer Services to ensure the highest standard of quality in our Customer Service (CS) team. The primary focus of this role is to conduct quality checks on customer service interactions, ensuring that all communications and resolutions meet company standards and deliver an exceptional customer experience. The specialist will also maintain and update training materials, procedures, and the knowledge base to ensure ongoing improvement and consistency across the team.

In addition to quality assurance, the role involves leading the onboarding and ongoing training of all new and existing Customer Service team members, and conducting regular training refreshers as needed. This includes, ensuring that all team members are equipped with the right tools and knowledge to perform at their best.

Finally, the specialist will analyze various performance reports, including CSAT scores, categories, and KPIs, to identify trends, areas for improvement, and actionable insights to enhance the overall customer experience.

Key Responsibilities:

• Quality Assurance: Conduct regular quality checks on customer service interactions to ensure all communications and resolutions adhere to company standards and contribute to a positive customer experience.
• Training & Onboarding: Lead the onboarding process for new CS team members, ensuring they are fully equipped with the necessary knowledge and tools. Deliver ongoing training and refresher sessions to ensure that all team members are continuously improving and meeting performance standards.
• Training Materials & Knowledge Base: Maintain and update all training materials, procedures, and the CS knowledge base to keep them current, accurate, and aligned with company standards.
• Customer Satisfaction & Reporting: Analyze CSAT scores, categorize feedback, and generate reports to track performance trends and identify opportunities for improvement. Review key KPIs to assess team performance and customer satisfaction, and provide insights to team leaders for continuous development.
• Collaboration with Team Leaders: Work closely with team leaders to review performance reports, discuss KPIs, and provide feedback that will help enhance team performance and achieve service excellence.
• Responsible Gaming: Monitor and assess customer gaming behaviour to ensure compliance with Responsible Gaming and legal standards, working closely with the Customer Service team.

Requirements:

• Proven experience in a customer service quality assurance role, ideally within a contact center or similar environment.
• Strong analytical skills, with the ability to assess data and derive actionable insights to improve performance.
• Excellent communication skills, capable of providing clear, constructive feedback and collaborating effectively with team members and leaders.
• Ability to deliver impactful training sessions and maintain up-to-date training materials.
• Proficiency in PowerPoint for creating and delivering presentations related to training, performance reviews, and reporting.
• High attention to detail, with the ability to identify and address process gaps and recommend improvements.
• Strong organizational skills and the ability to manage multiple projects and priorities in a fast-paced environment.
• Solid knowledge of Responsible Gaming regulations and strong attention to detail when performing age, affordability, and limitation checks.

This role offers an exciting opportunity to drive quality improvement in our customer service team while contributing to the overall enhancement of the customer experience.

What we Offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog friendly workplace
• Exciting Company Events
• Monthly beer Fridays
• Refer a friend bonus
  

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.