Risk Coach at DigiOutsource

• Reporting to the Risk Service Manager the primary function of the Risk Service Coach is to maintain prescribed quality standards in our Risk environment by means of evaluation, coaching and training. 
• You will be required to work within general methods and procedures and exercise independent judgment to adapt and apply the guidelines to specific situations. Working shifts may be required.

What you’ll do

As part of your role, your responsibilities will include:

• Ensure quality assessments are completed on each agent in the Risk Team monthly
• Ensure feedback sessions are held monthly with Risk Team Leads discuss QA results as part of agent development
• Maintain the Query Tracker and provide monthly reporting to track and highlight trends or knowledge gaps
• Provide monthly QA reporting to the Risk Team Leads & Service Manager
• Review QA Report data to track and highlight trends or knowledge gaps within the Team
• Facilitate WAT/Training sessions targeted at knowledge gaps and/or new Policy & Procedure information 
• Utilize findings from QA trends to identify topics that need to be covered in WAT/Training Sessions & share with Team Leads
• Have a hands-on approach with new Risk Agents as well as the Training Department during Risk   Training
• Facilitate the Incubation period once new agents start on the Risk floor
• Manage the Risk Wiki to ensure all required is information is accurate and easily accessible
• Update & maintain relevant policy and procedure documentation
• Ensure that the department’s vision is promoted and that a customer service orientated ethos is developed
• Accountable for the management and execution of quality reviews ensuring the Risk Policies and Procedures are followed as per business process documents
• Accountable for open communication at all levels regarding areas of strengths & development within the Risk Team
• 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.

What you’ll bring 

You’re someone who brings:

• Knowledge and understanding of Risk systems & technology
• Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports
• Minimum 24 months Risk or Fraud experience
• Holds a degree, diploma, or certification in Risk Management, Legal, Accounting or related fields
• Willing and able to work within a 24/7 shift environment where required

Desirable skills you’ve got up your sleeve

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

• 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
• Knowledge and understanding of CSC systems & technology