BettingJobs are working with a new start-up casino business based in Malta expanding their team. They are searching for a Customer Operations Quality Assurance & Trainer to join their team. Apply today for a confidential discussion.

Key Responsibilities:

• Develop and maintain a comprehensive Q/A framework to evaluate and improve live chat, email, and other customer communication channels.
• Define, manage, and deliver qualitative KPIs.
• Create Q/A reports highlighting key insights, improvement areas, and progress over time.
• Conduct regular qualitative performance reviews, provide feedback, and deliver targeted coaching to enhance individual and team KPIs.
• Design and deliver training sessions for the Customer Support team, focusing on customer experience, tone, accuracy, consistency, and process adherence.
• Coordinate onboarding and basic training sessions for new VIP and RFP agents.
• Keep training materials and internal documentation up to date with new procedures and updates.
• Collaborate closely with the Customer Support Head to ensure overall customer service excellence

Requirements:

• Minimum of 5 years of experience in the iGaming industry, preferably within Customer Support.
• Proven track record in Quality Assurance and training within Customer Operations.
• Strong understanding of standard Customer Support metrics such as satisfaction rate, first response time, and quality assurance scoring systems.
• Excellent communication, feedback, and presentation skills.
• Experience with Q/A tools, customer relationship management systems, and learning management platforms is a plus.
• Fluency in English (written and spoken).