Jobs at DigiOutsource

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• As a Software Engineer you’ll be supporting the delivery of and be involved in the design and development of innovative solution in our backend systems for us to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

• Design, develop, and maintain scalable and reliable backend systems, leveraging a range of technologies (including but not limited to those in Azure) adhering to quality standards, DevOps principles, and agile methodologies.
• Designing technical solutions to meet business requirements.
• Implementing solutions to a high level of quality.
• Participating in and contributing to agile development practices such as: stand-ups, planning & refinement, retrospectives and demos.
• Taking part in code reviews and collaborative development.
• 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.

Essential skills you’ll bring to the table

• The necessary skills that we require for this role include:
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Demonstrable passion for coding and code quality.
• Commercial Experience with C# and .NET Core
• Experience working in an Agile environment.
• Experience with unit testing and TDD principals.
• Some database experience (either relational or non-relational).
• Experience with source control, partaking in code reviews.
• Thorough knowledge of OOP, coding fundamentals and design patterns.
• Strong communication skills.

Desirable skills you’ve got up your sleeve

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

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• 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 adherence to legal standards
• Experience in developing and executing customer retention strategies
• Good analytical skills or experience in analysing data.
• Experience with Python
• Experience with Containerisation
• CI/CD Experience (Azure DevOps or other)
• Relevant Certification or degree.

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Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.
• The Coach's objective in the Verification Department is to uphold prescribed quality standards in the Risk environment by means of evaluation, coaching and training.
• This position involves collaborating with the training team to guide new members and enhance their skills from novice to advanced levels while working closely with the Verification specialists to create effective developmental strategies.
• You will be required to work within general methods and procedures and exercise independent judgment to adapt and apply the guidelines to specific situations.

What you’ll be doing

As part of your role, your responsibilities will include:

New starters

• Digesting handovers received from the training team on each new starter to ensure that the level of understanding, through proficiency reporting, meets the agreed standard that warrants the advancement from training into the live environment.
• Transitioning new starters from the training environment into the live environment.
• Working closely with the new starters during this transition phase to identify any concerns and to report these back to training, Leads and Service Manager and to remedy such concerns.
• Develop new starter’s skills from beginner to advance levels.
• Record and report on the agent’s progress to the leads and Service manager throughout the ‘probation’ period.
• Identify and communicate improvements required to the training programme.
• Recommending new or improved processes or systems to enhance the efficiency of verification.

Live coaching and QA

• Live Coaching on a constant basis through proactive engagement with agents focusing on improving efficiency and quality.
• Capturing and reporting on findings identified through Live Coaching.
• Providing feedback and upskilling from Live Coaching observations.
• Actively perform QA in line with the KPI per team members allocated.
• Track trends based on reporting.
• Addressing QA concerns with agents as soon as possible.

Agent development and Upskilling

• Utilisation of findings from live coaching and QA trends to identify topics that need to be covered on an individual, team or department level.
• Formulate performance improvement action plans, adressing problem areas highlighted while also recognising good work.
• Monitor and track improvement.

Essential skills sessions

• Utilize findings from live coaching and QA trends to identify topics that need to be covered.
• Creation, scheduling, and execution of these sessions
• These sessions address how we improve our service level skills with our “customers” (internal and external)

Wat sessions

• Utilize findings from live coaching and QA trends to identify topics that need to be covered for upskilling
• Creation, scheduling, and execution of these sessions
• These sessions focus on technical training and need to be bite size sessions
• Create and circulate tests or surveys to do consistent knowledge checks and benchmark the success of sessions in line with our proficiency model.

Information dissemination & training

• Ensure that information, both new processes and updates to processes are shared with all relative persons in the Risk and fraud Department, not limited to Verification department.
• Test understanding of information disseminated.
• Compile communication of information shared for all parties in the Risk & Fraud Department as well as the Customer Service Centre where necessary.
• Identify training requirements from identified trends.
• Document attendance and success of coaching for reporting.
• Keep concise records of QA Feedback, Live Coaching, WAT Sessions, Information shared with all parties and accompany these with test results to confirm understanding.
• Identify case-studies for training purposes.
• Ensuring that our Process & Policy Documents are kept up to date and intact with all new information / updates and is readily available for our agents to refer to.
• Ensuring that the Training Department is covered with regards to sharing of information relative to recent updates and roll-outs and that they too are tested for understanding post the sharing of information.
• Provide monthly QA reporting to the Team Leads & Service Manager.
• 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.

​​​​​​​Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum 24 months experience within Risk/AML/Compliance.
• 12 months experience in Coaching/Training/Lead Role
• Relevant Diploma/Degree and/or work experience in a related field within Risk/AML/Compliance
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Demonstrate consistent behaviour aligned to the organisation performance proposals
• Available to work in a 24/7 shift environment 

​​​​​​​Desirable skills you’ve got up your sleeve

• It would be great if you also have some of the following skills:
• Knowledge of KYC and AML policy & procedures
• Previous coaching / teaching exposure
• Knowledge and understanding of Risk systems & technology
• Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports
• Knowledge & experience with PowerPoint and the creation of interactive presentations