Quality Analyst (German/English)

Reports To: Head of Quality Strategy
Department: Change & Improvement - Finance
Location: Gibraltar
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Key Responsibilities / Duties:

  • Own and drive a plan for quality and customer experience improvement (Qualify Plan), driven by customer feedback and metrics, quality reports and insight; implementing and measuring success (actions sitting across other business areas)
  • Deliver timely, actionable insight and reporting on Quality and VOC, including regular quality / VOC meetings
  • Document and maintain best practice closed-loop quality/voice of customer processes; assure the operation’s quality management, customer experience and compliance-related issues
  • Provide company direction and guidance of the tone of voice on behalf of Customer Service; ensuring all templates reflect this and are up to date
  • Build and maintain relationships with key stakeholders to support in the promotion and delivery of Quality and Customer Experience vision
  • Engage the various departments in Quality and Voice of Customer to create a sense of motivation, excitement and achievement as we move toward
  • Always be a leader and advocate, creating a compelling and exciting vision for Quality and VOC, remaining impartial and representing an independent view
  • Familiarizing and evaluating internal operation processes. Producing statistical reports on quality standards
  • Reporting on quality standard issues to stakeholders at all levels of the business
  • Improving operation efficiency to ensure a smooth and sustainable flow of work
  • Managing waste based on data & evidence
  • Guide and escalate issues to the owner of the solution who will manage the resolution/delivery / backlog

Key Working Relationships:

  • Director of Change & Improvement
  • Customer Service, Payment, Fraud and Compliance teams
  • Commercial and Product development teams
  • External service providers

Person Specification, Skills, Experience & Qualifications:

  • Degree-educated or relevant experience
  • Relevant experience in a Quality Management role (driving both quality and customer experience metrics)
  • Excellent communicator across all levels in German and English language, with collaborative and inclusive approach who is effective in working with ‘virtual teams’ and building stakeholder relationships
  • You build relationships easily and can leverage them for the benefit of the business and the customer
  • Comfortable being challenged about decisions, able to effectively give feedback and receive it
  • Experience in driving Quality and Customer experience in a multicultural/multilingual environment
  • Experience in working with CSAT and NPS measurement and improvements within an operation environment would be beneficial
  • Data analysis and statistical aptitude, strong in using Excel, Confluence, Jira
  • Familiarity with formal quality management methodologies (may have formal quality management qualification)
  • Experience in designing and managing operation-specific quality management processes and measurements, as well as experience of quality coaching and coaching methodologies
  • People-focused with experience of nurturing talent and getting the best out of teams
  • You need to be passionate about delivering extraordinary service
  • You thrive when working within a fast-paced, ever-changing environment
  • Highly conscientious and diligent
  • A Facilitator who can turn difficult statements/situations into meaningful conversations and actions. You can give clarity to a discussion and outputs, and you understand how to give everyone a voice.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.