Quality Assurance & Training Specialist
If this is an offer that excites you, send in your application and you could be the newest addition to our family.
Our successful Quality Assurance & Training Specialist willDesign and implement responsive, user-friendly interfaces using HTML, CSS, and JavaScript.
Develop, implement, and maintain QA frameworks, scorecards, and audit methodologies across customer support, operations, and player interactions.
Conduct regular audits on customer engagements (calls, chats, emails) to ensure compliance with internal standards and regulatory requirements.
Analyse QA results to identify trends, risks, and improvement opportunities.
Produce QA reports and dashboards highlighting performance gaps and actionable insights.
Collaborate with operations and compliance teams to remediate identified risks and improve service delivery.
Ensure adherence to Responsible Gaming protocols and escalation procedures.
Design, develop, and deliver training programmes aligned to business objectives, regulatory requirements, and operational needs.
Facilitate onboarding training for new hires and continuous development programmes for existing staff.
Translate complex regulatory, product, and system requirements into engaging and practical training content.
Evaluate training effectiveness through assessments, QA feedback, and performance metrics.
Maintain and update training materials to reflect regulatory changes, product updates, and process improvements.
Build and maintain dashboards tracking QA scores, training effectiveness, and operational KPIs.
Analyse player behaviour, agent performance, and customer experience metrics to inform training interventions.
Support the automation of QA and training reporting processes to improve efficiency.
Document QA frameworks, training methodologies, and reporting standards.
Ensure all training and QA activities align with South African regulatory requirements (e.g., provincial gambling boards, FIC obligations).
Embed Responsible Gaming principles into all training content and QA evaluations.
Monitor adherence to player protection measures, including self-exclusion, affordability checks, and behavioural risk indicators.
Partner with Compliance and Risk teams to ensure audit readiness and regulatory adherence.
Leverage AI tools to enhance training delivery, QA automation, and performance analytics.
Utilise AI-driven insights (e.g., speech analytics, sentiment analysis, behavioural modelling) to improve quality monitoring.
Support implementation of AI-based learning platforms and intelligent coaching tools.
Continuously identify opportunities to optimise processes through automation and data intelligence.
If you have these qualifications, join our team: Matric, relevant tertiary qualifications, relevant qualification in training, education, hr, compliance, or related field (advantageous), 35 years experience in quality assurance, training, or a combined role within a regulated environment (igaming preferred), ai qualification (advantageous), strong understanding of online betting/igaming operations and regulations in south africa, experience in qa methodologies, call auditing, and performance management frameworks, proficiency in data analysis, reporting tools, and dashboard creation
To apply, your written application must include: CV (maximum 4 pages), contactable references (with telephone numbers), and covering letter with three reasons why youre our top candidate for the job.
Only successful applicants will be contacted.