Risk Coach

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation. Who we are We’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 for We’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 you We’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 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 Our values are non-negotiables Our 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 Skills Organization and planning Learning, Collaboration and Knowledge Management. Presentation skills Adaptability/Flexibility Accountability And Execution Aligning Performance For Success Influence Self-Awareness What you’ll get back We 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 Meals Free Massages On-site Free On-Site Gym Group Life Cover Funeral Fund Benefit Financial Services Assistance Employee Assistance Programme Curro School Fees Benefit Income Continuation Benefit Leadership Training Referral Bonus Medical Aid Subsidy Free Sleep Coaching On-site Barista Retirement Annuity Subsidy Team buildings Add a local benefit Ready 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!