Sportsbook Quality Assurance

2 weeks ago

Century City, Western Cape, South Africa White Hat Gaming Full time

Purpose of Role:


Join our team as a Sportsbook Quality Assurance/Coach and play a pivotal role in ensuring the delivery of exceptional customer experiences and maintaining high operational standards within our sportsbook.

As a dedicated QA specialist and coach, you will monitor, evaluate, and provide constructive feedback to Sportsbook Hosts, empowering them to excel in their roles and exceed customer expectations.

By upholding quality standards, enhancing skills, and fostering continuous improvement, you will contribute to the overall success of our sportsbook operations.


Duties and Responsibilities:

  • Feedback and Coaching: Provide detailed feedback and coaching to Sportsbook Hosts, highlighting areas of improvement, reinforcing positive behaviours, and suggesting strategies for enhancing customer interactions
  • Training Support: Collaborate with the training team to identify training needs based on quality evaluation results, contribute to the development of training materials, and deliver targeted coaching sessions to address performance gaps
  • Process Improvement: Continuously analyse quality evaluation results and identify trends, patterns, and areas for improvement, collaborating with management and crossfunctional teams to develop and implement process enhancements
  • Compliance and Regulation: Ensure Sportsbook Hosts adherence to regulatory requirements, responsible gambling guidelines, and company policies, providing guidance and training to mitigate risks and maintain compliance
  • Best Practice Sharing: Identify and promote best practices among Sportsbook Hosts, recognizing and disseminating successful strategies and approaches to enhance overall performance and customer satisfaction
  • Quality Reporting: Generate regular reports and present key findings, trends, and recommendations to management, providing insights on team performance, training needs, and opportunities for improvement
  • Customer Advocacy: Advocate for customers by identifying pain points, bottlenecks, and customercentric improvement opportunities, collaborating with relevant teams to drive customerfocused initiatives
  • Stay Updated: Keep abreast of industry trends, sports events, betting markets, and technological advancements in the sports betting landscape to maintain uptodate knowledge and provide relevant coaching and guidance

Qualifications:

  • Grade 12 or equivalent
  • Passion for sports and strong knowledge of various sports, teams, and leagues
  • Experience in quality assurance, coaching, or training within the sports betting, gaming, or online gambling industry
  • Strong knowledge of sports betting concepts, odds calculations, and industry regulations
  • Excellent analytical and criticalthinking skills, with the ability to assess performance objectively and identify areas for improvement
  • Exceptional communication and interpersonal skills, with the ability to provide constructive feedback and coaching in a positive and motivating manner
  • Strong attention to detail and accuracy in evaluating customer interactions and performance metrics
  • Familiarity with quality evaluation tools, methodologies, and customer service best practices
  • Proficiency in using sportsbook platforms, betting software, and related technologies
  • Ability to adapt to changing priorities and work in a fastpaced, dynamic environment
  • Strong organizational and time management skills, with the ability to handle multiple tasks and meet deadlines
  • Passion for delivering exceptional customer experiences and ensuring regulatory compliance
  • Flexibility to work in shifts, including evenings, weekends, and holidays, based on operational needs

_ Moonspin is committed to the transformation and redr_e
_ssing of past inequalities. Our employment equity__ goals will be considered in our selection process._

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