Quality Assurance Team Leader at Hollywoodbets

You Bring:

• 3-years Call Centre experience in a customer service role.
• Reporting and analysis or QA experience.

A Bonus to have:

• Betting experience
• Team management experience.

What You’ll do for the Brand:

• Supervise the daily operations of the QA department and QA team, with assessors responsible for monitoring and evaluating customer interactions (calls, emails, chats & other).
• Ensure alignment of Contact Centre SOP’s and QA training, coaching and assessment
• Oversee the integration of QA assessment and coaching for social media and other online platforms
• Management and allocation of team tasks and duties
• Conduct regular quality calibration sessions with team members and operations respectively, to ensure consistent scoring and alignment with business goals (to align with scorecards and guidelines).
• Collate QA reports for contact centre and statistics for campaigns.
• Highlight areas of development based on contacts evaluated, (either product knowledge, soft skills/telephone etiquette etc.) and provide feedback to the contact centre management team
• Provide collated monthly reporting on contact centre progress.
• Manage reporting on QA activities, including key performance indicators (KPIs) such as agent adherence to quality standards.
• Oversee training guide creation and coaching training content based on the insights taken from evaluations.
• Identify trends and effectively alert the respective Departmental Management team.
• Develop and implement corrective measures for implementation by Management.
• Handle escalated issues and coach QA assessors on complex evaluations and feedback delivery.
• Drive continuous improvement initiatives by identifying gaps and implementing process enhancements.
• Stay updated on industry trends and best practice in quality assurance and contact centre operations.
• Any other ad hoc duties that might be required.

What You’ll Bring to the Team:

• Quality focused
• Good listening skills
• Strong coaching ability
• Customer Service Excellence
• Exceptional reporting and admin skills
• Knowledge of betting types and procedures.

Apply Before 09/11/2025