Customer Service Quality & Insights Specialist

bet365 • Denver, CO

91d • $60,000 - $70,000

About The Position

A Customer Service Quality & Insights Specialist, who will play a critical role in driving the quality and consistency of our Customer Service operations by understanding, interpreting and recommending improvements. Working within the global quality assurance team, you will have the opportunity to lead key quality initiatives and provide data driven insights that improve customer service globally. You will collaborate with cross-functional teams, creating and structuring weekly reports in a way that makes data accessible for all levels, offering actionable recommendations to enhance processes and agent performance and drive continuous improvement initiatives. Insights provided will form the basis of Business reviews and provide the background for evidenced based change across the operation.

Requirements

• Strong analytical and problem-solving capabilities.
• Proficiency in advanced Excel and data analysis.
• Experience in Customer Service Quality Assurance.
• Lean Six Sigma Green Belt certification.
• Proven experience in root cause analysis and expertise in quality tools such as Fishbone Diagram, 5 Whys, Pareto Analysis, and Voice of the Customer (VOC).
• Excellent communication, collaboration, and interpersonal skills.
• Ability to work effectively across different time zones.
• Passion for continuous improvement and driving operational excellence.
• Strong attention to detail and process optimization skills.
• Ability to lead and influence cross-functional teams.

Responsibilities

• On-board new QA programs and lead Auditor Certifications.
• Create data-based reports and offer insights to Quality Assurance Managers and Supervisors to feed into Customer Service Teams.
• Conduct root cause analysis and highlight trends and opportunities for the line of Business.
• Provide insights and recommendations to stakeholders.
• Collaborate with teams globally to implement Quality Assurance initiatives.
• Ensure consistency in processes and drive best practices.

Benefits

• Equal employment opportunities to all employees and applicants for employment.
• Prohibits discrimination and harassment of any type.

What This Job Offers