Quality Experience Specialist - SEU

Job Title: Quality Experience Specialist - SEU

Location: Malta/Ceuta/Bulgaria

Grade: I3.1

PokerStars SEU: A growth story you can be part of

PokerStars is part of Flutter Entertainment, the world’s largest sports betting and iGaming operator, with market leading positions in the US and across the world.

As part of our brand’s continual evolution, we’re dialling up the focus on PokerStars Southern Europe, covering France, Portugal and Spain. We combine the ambition of a fast-growing business with the stability and backing of Flutter’s global scale.

We’re building a dynamic team to shape this next chapter with us. You’ll have the freedom to make decisions, take bold moves, and lead exciting projects. If you’re ambitious, adaptable, and ready to make a difference, you’ll fit right in.

Build the life you want, while making your mark on the future of PokerStars SEU.

Role Overview

As a Quality Experience Specialist, your primary focus is building a story which summarizes comprehensive quality performance; finding opportunities and suggesting solutions, as well as contributing to set the benchmark for standards we expect to deliver internally to drive a stronger customer experience.

In this role you will mainly be responsible for assessing representatives’ demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. As such, you will play a key role in helping staff further develop and grow professionally; both individually and as a team.

Also, you will assist in developing, creating and implementing quality processes and procedures as well as making recommendations for enhancements to training materials as needed to improve the overall customer experience.

What you’ll do:

• Conduct Internal Quality Experience Audits to ensure the standards set by the Company are adhered to.

• Identify potential regulatory and legal gaps within processes on behalf of the Group.

• Monitor and report Quality metrics, deep dive and identify trends/root causes.

• Liaise with Operations and the customer facing departments to implement standard process and to drive customer and performance improvements.

• Recommend, own and drive performance improvement area.

• Propose improvements and suggestions across the board.

• Provide clear insight into performance drivers and the levers which impact performance.

• Use quality monitoring data management system to compile and track performance at team and individual level.

• Provide workshops and training.

• Participate in calibration sessions to ensure standards are adhered to and process/procedures are applied consistently.

• Assume an active role in post-mortem and improvement meetings from a quality perspective.

• Maintain a healthy communication with all project stakeholders.

• Estimating efforts for all phases of the testing cycles.

• Document all activities and keep track of what is actioned.

What you’ll bring:

• Strong knowledge of Support related process and procedures

• Experience with Quality Systems, preferably within a service industry

• Excellent communication and interpersonal skills

• Ability to effectively work as part of a globally based team

• Dedicated, hard-working, self-motivated. Able to work with minimal supervision

• Considerable writing proficiency and visual design skills

• Strong Information Technology skills, including good knowledge of MS Office programs

• Flexibility in approach to work and determined

• Highly analytical, with a proven ability to analyse various data sources and identify root cause/drivers of performance

• Bias for action, takes responsibility/ownership and delivers

• Builds lasting and effective relationships which focus on the customer

• Several years of professional experience in customer service, preferably in an operational, analytical or quality assurance (QA) role.

• Highly developed analytical skills and process understanding to evaluate large amounts of data and to identify implications for service delivery.

• Collaborative working across multiple sites

• Ability to communicate effectively across a multitude of platforms with team members in the European and Global teams

• Fluency in English and one (or more) of the following languages: Italian, Spanish or Portuguese

What you’ll get:

Malta/Ceuta:

• Discretionary annual performance bonus

• 30 days paid leave

• Health and dental insurance for you, your partner and your children (if you all live at the same address)

• Personal life assurance and partial & permanent disability insurance

• The option to join our company pension scheme

• A personal interest allowance to let you learn something new or pursue a hobby

• Competitive learning fund, dedicated 4 learning “Power Hours” every month during office time, full access to the Udemy and Mindtools platforms, in-house leadership program and many other training opportunities for developing your skills and progressing your career

• Looking to extend your family? You will receive a cash gift of 1,000 EUR for your new addition whilst working for us

• 26 weeks primary carer leave at 100% pay & 4 weeks secondary carer leave pay at 100% pay

*Benefits may vary based on location*

Equal opportunities:

At Flutter International we are committed to creating an inclusive environment where our people can be their authentic selves and thrive. We embrace and celebrate diversity, respecting all our uniqueness and differences.

We welcome you to let us know whether you have any accessibility needs. All you need to do is email us at talent@flutterint.com. Your journey with us is focused on ensuring you have what you need to be your best self.

Learn more about the work we are doing on Inclusion and Belonging here: https://careers.flutterinternational.com/working-at-flutter-international/diversity-equity-inclusion/