Training & Quality Team Leader

Job Type:
Customer Support
Salary Description:
Competitive Salary Offered
Job Ref:


• Fluent in English written and spoken essential.
• Strong interpersonal skills.
• Presentable and approachable demeanour
• Extremley customer orientated with problem solving abilities.
• Online gaming industry experience essential.
• Must have experience handling escalated Level 1 and Level 2 IBAS and MGA regulatory complaints.
• Must be fully up to date and knowledgeable of UK responsible gaming and LCCP requirements of safeguarding players.
• Must have previous experience in a Team Leader or Training and Quality role.
• Must have a proven track record of leading support departments at high quality levels in regulated markets where consistency and compliance are paramount.
• Previous experience of handling staff performance reviews essential.

General Job description:

• To maintain service quality and customer satisfaction at all times through monitoring and training of the support team delivering quality accurate customer service.
• To review communications actioned via the support team on an ongoing basis across all channels to ensure consistency.
• Responsibility for ensuring continuously improvement of the support department KPI’s/SLA's.
• Train, mentor and coach team members on a weekly basis to help them achieve the best possible results in their monthly and quarterly reviews.
• Be the core member of the team responsible for overseeing quality of the CS team.
• To action staff monthly and quarterly reviews against set quality control criteria.
• To keep up to date with all current process, procedures and legal requirements within the business in order to successfully ensure these are followed in full by all agents without exception.

Key Objectives & Responsibilities of the role

Responsibilities associated with this role include, but are not limited to, the following:

• Responsible for the training of updates and improvements of new processes or policies. Making sure agents receive provide the best possible training.
• Responsible for the overall quality of work completed by the Customer Support team.
• Assist in compiling and managing all Freshdesk/Freshchat/freshcaller issues.
• To be the liaison between the Agents, Customer Service Manager, Compliance Manager and Head of Department in order to promote smooth flow of information and feedback.
• Identify training requirements, plan and manage the execution of new training courses and refreshers.
• Oversee that department SLAs and KPIs are met.
• Help develop the support team to into a high performing and engaged team.
• Ensure that all service technical issues are raised to the appropriate level for action.
• Identifiy process improvement=s and technology solutions.
• Regularly evaluate the quality of service provided to customers.
• Establish and maintain the policy for documentation of all training courses and refreshers.
• Develop new training modules/refresher training and onboarding training.
• Understand all business issues and improves internal knowledge base for agents.
• Improve the escalation processes by working collaboratively with other internal teams.
• Coaches, mentors and develops quality personnel.
• Leads problem solving activities and implementation of permanent fix solutions.
• Assist with completing customer quality surveys.
• Evaluates customer comments and assists with the resolution of customer complaints.
• Conducting all support staff monthly reviews and appraisals and providing feedback of agent performance to senior management.
• To pre-empt player wants and needs and provide procedural suggestions to other members of the management team.
• To understand our customers and establish a firm grasp of our player needs and trends, then make suggestions on how to improve our efforts using the tools at our disposal.
• To ensure that quality, consistency and accuracy of support responses are maintained at exemplary levels at all times.
• To ensure that staff quality assurance and reviews are conducted on an ongoing basis to highlight any failures in process or contact quality.
• To score agent performance on a monthly and quarterly basis in order to recommend the level of performance bonus that they are to receive.

Contact Details:
Tel: +44 (0) 1355 588 975
Contact: Harris

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