DigiOutsource / Super Group
Kick-start your career in the online gaming world and experience the very latest in technology and innovation.Who we areWe’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we’re looking forWe’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.Why we need youWe’re building experiences that wow our customers and that starts with bold, curious people who want to do work that matters. If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment. 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 doAs part of your role, your responsibilities will include:Ensure quality assessments are completed on each agent in the Risk Team monthlyEnsure feedback sessions are held monthly with Risk Team Leads discuss QA results as part of agent developmentMaintain the Query Tracker and provide monthly reporting to track and highlight trends or knowledge gapsProvide monthly QA reporting to the Risk Team Leads & Service ManagerReview QA Report data to track and highlight trends or knowledge gaps within the TeamFacilitate 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 LeadsHave a hands-on approach with new Risk Agents as well as the Training Department during Risk TrainingFacilitate the Incubation period once new agents start on the Risk floorManage the Risk Wiki to ensure all required is information is accurate and easily accessibleUpdate & maintain relevant policy and procedure documentationEnsure that the department’s vision is promoted and that a customer service orientated ethos is developedAccountable for the management and execution of quality reviews ensuring the Risk Policies and Procedures are followed as per business process documentsAccountable for open communication at all levels regarding areas of strengths & development within the Risk TeamThis 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 & technologyKnowledge & experience with Excel spreadsheets, as well as generating & compiling reportsMinimum 24 months Risk or Fraud experienceHolds a degree, diploma, or certification in Risk Management, Legal, Accounting or related fieldsWilling and able to work within a 24/7 shift environment where requiredDesirable skills you’ve got up your sleeveIt 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 regulationsFamiliarity with gambling regulations and compliance requirements in various jurisdictions, ensuringKnowledge and understanding of CSC systems & technologyOur values are non-negotiablesOur culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.These competencies are:Interpersonal SkillsOrganization and planningLearning, Collaboration and Knowledge Management.Presentation skillsAdaptability/FlexibilityAccountability And ExecutionAligning Performance For SuccessInfluenceSelf-AwarenessWhat you’ll get backWe offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.Free Daily MealsFree Massages On-siteFree On-Site GymGroup Life CoverFuneral Fund BenefitFinancial Services AssistanceEmployee Assistance ProgrammeCurro School Fees BenefitIncome Continuation BenefitLeadership TrainingReferral BonusMedical Aid SubsidyFree Sleep CoachingOn-site BaristaRetirement Annuity SubsidyTeam buildingsAdd a local benefitReady to feel superclass? At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one. Game on! *Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.*Shortlisted candidates may need to complete an assessment. This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.Should you not hear from us within 2 weeks, please deem your application as unsuccessful.The perfect place to work, play and grow!