Something about us
Gaming Innovation Group is a rapidly growing technology business. The Group offers cutting-edge Cloud based services and B2B Performance Marketing, and owns B2C gambling operators offering games from the best-of-breed suppliers across the online sports betting and casino industry.
Our vision is to make the iGaming industry an open and connected eco-system, for the benefit of all.
iGaming Cloud (iGC): our client management platform seeking to interconnect the entire iGaming industry. iGC offers the full spectrum of services for iGaming operators.
Rizk, Thrills, Guts, SuperLenny, Kaboo and Betspin: our multiple award winning online casino and sports betting brands.
Innovation Labs: offering online marketing and true lead generation to iGaming businesses on an international level.
To produce and develop quality consistent monitoring of the quality standards of chat, email and telephone performance, across all lines relating to customer support.
To act as the quality control department of GIG customer support and become a catalyst for quality improvement throughout all aspects of our operation to enable us to meet our target of delivering an outstanding customer experience.
To support the NPS initiatives across all brands
What you'll be doing
Quality Improvement Team Leader is updated daily with regard to QIA's own quality monitoring performance
Discretion and confidentiality is observed at all times.
Completing the overall monitoring process, ensuring consistency in your application, accurate in your recording and timely in your feedback.
Carry out work related to specific projects that may be generated as a result of the enquiry monitoring process.
Identify operational standards from which measurement of quality improvement will be driven.
Provide feedback to the GIG CSLeadership Team in order that everyone will receive Enquiry Quality results to discuss with their agents during regular coaching sessions & 121's
Highlight to the GIG CSLeadership Team any issues identified via monitoring process that may require immediate action to resolve or activity potentially damaging to the organisation.
Identify those processes / methods of operation which can be improved, including liaising with Training Manager to implement any associated training that may be required.
Work to a structured process which ensures the correct quantity & quality of enquiry monitoring is completed during each month
Meet pre-determined operational Key Performance Indicators.
Identify ways to improve the customer journey through the monitoring process, customer feedback & project work streams
Forge positive working relationships with colleagues throughout the business.
Complete file audit of all adviser's monthly basis and deliver to GIG Leadership Team
To develop self in order to increase personal contribution to the role.
Focus on costs, process improvements and/or efficiency to contribute to the profitability of GIG.
Reinforce the culture and core values of GIG through appropriate behaviours and actions
Who are you
You have a good general level of education, with a good standard of numeracy and literacy being important & excellent awareness of Microsoft Office applications
This role requires close liaison with the other customer facing functions within GIG, so strong communication skills both written and verbal are important.
Thorough understanding of brands within GIG
Proven background in Sales & Customer Service or quality coaching is desirable although not essential.
Super grasp of the English Language (both written and English) and at least one other Nordic language such as Swedish, Finnish and Norwegian
What we offer
We are team workers and cross functional collaborators - we don't have boundaries when it comes to getting work done. There will be lots of opportunities for you to be stretched and challenged in your role, and outside of it. We invest in our people, not just with a great pay and benefits package and the usual free fruit and coffee (and Friday beers), but in focusing on your growth and development - we encourage innovation and 'getting involved' - we celebrate success. We are an inclusive, multi-cultural and diverse company with over 15 different nationalities represented.
Start date: As soon as possible really. Let's talk about it.
Last application date: We'll hire as soon as we find a match, apply now.
As a diverse and inclusive employer, GiG encourages applications from all sections of the community