Training & Quality Assurance Specialist (Internal Vacancy)

Role Purpose

The Training & Quality Assurance Specialist is responsible for enhancing the performance and effectiveness of the Customer Support team through the delivery of comprehensive training programmes and ongoing quality assurance initiatives. This role ensures agents are equipped with the knowledge, skills, and tools required to deliver exceptional customer service while maintaining the company's quality standards and compliance requirements.

Key Responsibilities

Training & Development

• Design, deliver, and evaluate onboarding and ongoing training programmes for new and existing Customer Support Agents.
• Develop and maintain training materials, including manuals, knowledge base articles, guides, presentations, and e-learning content relevant to the online gaming industry.
• Deliver coaching sessions focused on improving communication, product knowledge, customer handling, and problem-solving skills.
• Conduct regular refresher training to ensure the team remains up to date with new products, promotions, policies, procedures, and technologies.
• Assess training effectiveness and identify opportunities for continuous improvement.
  

Quality Assurance

• Monitor and evaluate customer interactions across live chat, email, and other support channels to ensure adherence to quality and service standards.
• Provide timely, constructive feedback and coaching to support agents based on quality assurance evaluations.
• Maintain quality assurance scorecards and performance metrics, including accuracy, professionalism, customer experience, and resolution quality.
• Analyse quality trends, identify recurring issues, and recommend improvements to processes, documentation, and training programmes.
• Support the implementation of initiatives aimed at improving overall customer satisfaction and operational performance.

Collaboration & Reporting

• Partner closely with Customer Support Team Leaders to ensure training and quality initiatives support departmental objectives and performance targets.
• Collaborate with cross-functional teams, including Product, Marketing, Compliance, and Payments, to ensure Customer Support agents receive timely and accurate operational updates.
• Prepare and present regular reports on training completion, coaching outcomes, quality assurance results, and identified trends to the Head of Customer Support.
• Contribute to continuous improvement initiatives by recommending enhancements to customer support processes and service delivery.

Key Competencies

• Strong coaching, mentoring, and presentation skills.
• Excellent written and verbal communication.
• Analytical mindset with the ability to identify trends and performance gaps.
• Strong attention to detail and commitment to quality.
• Excellent organisational and time management skills.
• Ability to build positive working relationships across teams.
• Proactive approach to problem-solving and continuous improvement.