Quality Assessor at Betway Africa

• As a Quality Assessor you’ll be maintaining quality standards in the Customer Service environment, covering evaluation, coaching, training and providing constructive feedback to customer representatives. This will help us to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

Achieve Commercial Results

• Our coaching customer service teams consist of coaches who have knowledge and understanding of the customers within their specific regions
• Assist in delivering high levels of customer service, while delivering an authentic human extension to our product offering on an informative, friendly, and multi-language level

Coaching

• The Quality Assessor plays a critical role in driving continuous improvement through real-time and structured coaching
• Remain available and visible on the floor to provide in-the-moment feedback, ensuring effective knowledge transfer and immediate support
• Use of tools such as Genesys, Jira, and Confluence
• Review calls
• Log Quality Assessor evaluations
• Assess host interactions from a customer satisfaction and compliance perspective
• Conduct one-on-one sessions based on live and retrospective reviews
• Create action plans to address quality and compliance gaps
• Follow up to ensure knowledge retention
• Collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience
• Apply a coaching approach that is both proactive and data-driven, using trends and reports to identify team knowledge gaps and inform future training or coaching requirements

Training

• Support the development and delivery of training programs to improve service skills and knowledge. This includes new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps
• Create training materials, conduct coaching sessions, facilitate role-playing exercises, and provide on-the-floor support during onboarding
• Track attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals

Reporting

• Compile monthly reports that highlight team trends, service levels, and improvement areas
• Analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities
• Share findings with both hosts and managers to enhance service delivery, with all coaching activities tracked for consistency and follow-up

Performance Management Support

• Conduct team audits to assist the managers for performance management purposes as well as to assess probation performance
• Set performance objectives (department-wide and individual) for each channel
• Work with the customer service hosts to ensure objectives are met
• Perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts

Best Practice

• Keep abreast with all product and business updates and new tools and technologies that can improve customer service
• Collaborate with other teams to identify and implement best practices for customer service
• This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies