Training and Quality Manager

Apply locations Johannesburg posted on Posted 2 Days Ago job requisition id JR10197

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Job title: Training and Quality Manager

Department: Contact Centre

Reporting to: Contact Centre Manager

Who we are

We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

Our journey at Osiris Trading started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

Who we're looking for

We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Why we need you

We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

This will help us excel at delivering the best customer experience to stay ahead of the game.

What you'll be doing

As part of your role, your key responsibilities will include:

Learning and Development Management:

1. Development and continuous improvement of the Contact Centre Training Framework and the application thereof across all African regions
2. Design, develop and deliver comprehensive onboarding training of new Contact Centre staff joining the business
3. Ensure customer journey elements and business processes are kept up to date and all changes are delivered to all existing staff in a timely manner
4. Identify training needs and develop targeted programs to address skill gaps
5. Management of the annual exams ("License to Operate") and where applicable the PEP process associated to the annual exams
6. Strong focus on continuous innovation of content creation, digitisation and gamification
7. Develop learning journeys within the Contact Centre as well as throughout the business that fosters a learning culture and growth mindset within the Contact Centre environment
8. Management of skills development and mentorship programs within the Contact Centre
9. Stay abreast of learning and development industry trends to constantly innovate and deliver training and learning practices and technology accordance to best practise
10. Management and development of Training Facilitators and Team Leads and ensure overall engagement, motivation and performance standards are always met
11. Monthly reporting on all learning and development activities, metrics and overall performance

Quality Assurance Management:

1. Development and continuous improvement of the Contact Centre Quality Assurance Framework and the application thereof across all African regions and brands
2. Implementation and execution of full QA evaluation automation by utilising Quality Management, AI and RPA technology
3. Continuously review quality and customer sentiment analysis to identify service trends and product/service improvement opportunities that will drive customer satisfaction and overall experience
4. Conduct frequent audits on all Contact Centre processes and the compliance thereof as well as driving process improvements based on trends identified
5. Ensure Quality Assessors conducts daily assessments and bi-weekly coaching and feedback sessions with their allocated teams and submits full reporting on trends and performance metrics
6. Facilitate monthly calibration sessions to ensure consistency and fairness across all African regions and brands
7. Monthly reporting on all Quality Management activities, metrics, audit findings and overall performance
8. Management and development of Quality Assessors and Team Leads and ensure overall engagement, motivation and performance standards are always met

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties to achieve business objectives.

Essential skills you'll bring to the table

1. Minimum of 3 years of Management / Training / Quality Assurance experience within a Contact Centre environment
2. Relevant Diploma / Degree is essential
3. Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
4. Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
5. Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
6. Exceptional attention to detail, ensuring high standards of quality in all outputs
7. Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Desirable skills you've got up your sleeve

1. In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
2. Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
3. Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
4. Computer literacy and strong proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)
5. Experience with Content Creation and LMS software for deployment and administration of Learning Content (Articulate 360, Workday etc..)
6. Quality Management best practises and a proven record of implementation

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

1. Adaptability
2. Ownership and accountability
3. Initiating action
4. Resilience
5. Team orientation
6. Integrity
7. Innovation

What you'll get back

1. We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
2. Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
3. Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow