Training & Quality Team Leader - Malta
Job ID: 6477
Job Type:
Any Region

  • To maintain service quality and customer satisfaction at all times through monitoring and training of the support team delivering quality accurate customer service.
  • To review communications actioned via the support team on an ongoing basis across all channels to ensure consistency.
  • Responsibility for ensuring continuously improvement of the support department KPI’s/SLA's.
  • Train, mentor and coach team members on a weekly basis to help them achieve the best possible results in their monthly and quarterly reviews.
  • Be the core member of the team responsible for overseeing quality of the CS team.
  • To action staff monthly and quarterly reviews against set quality control criteria.
  • To keep up to date with all current process, procedures and legal requirements within the business in order to successfully ensure these are followed in full by all agents without exception.
  • Responsible for the training of updates and improvements of new processes or policies. Making sure agents receive provide the best possible training.
  • Responsible for the overall quality of work completed by the Customer Support team.
  • Assist in compiling and managing all Freshdesk/Fresh-chat/fresh-caller issues.
  • To be the liaison between the Agents, Customer Service Manager, Compliance Manager and Head of Department in order to promote smooth flow of information and feedback.
  • Identify training requirements, plan and manage the execution of new training courses and refreshers.
  • Oversee that department SLAs and KPIs are met.
  • Help develop the support team to into a high performing and engaged team.
  • Ensure that all service technical issues are raised to the appropriate level for action.
  • Identify process improvement=s and technology solutions.
  • Regularly evaluate the quality of service provided to customers.
  • Establish and maintain the policy for documentation of all training courses and refreshers.
  • Develop new training modules/refresher training and onboarding training.
  • Understand all business issues and improves internal knowledge base for agents.
  • Improve the escalation processes by working collaboratively with other internal teams.
  • Coaches, mentors and develops quality personnel.
  • Leads problem solving activities and implementation of permanent fix solutions.
  • Assist with completing customer quality surveys.
  • Evaluates customer comments and assists with the resolution of customer complaints.
  • Conducting all support staff monthly reviews and appraisals and providing feedback of agent performance to senior management.
  • To pre-empt player wants and needs and provide procedural suggestions to other members of the management team.
  • To understand our customers and establish a firm grasp of our player needs and trends, then make suggestions on how to improve our efforts using the tools at our disposal.
  • To ensure that quality, consistency and accuracy of support responses are maintained at exemplary levels at all times.
  • To ensure that staff quality assurance and reviews are conducted on an ongoing basis to highlight any failures in process or contact quality.
  • To score agent performance on a monthly and quarterly basis in order to recommend the level of performance bonus that they are to receive.
  • Fluent in English written and spoken essential.
  • Strong interpersonal skills.
  • Presentable and approachable demeanour
  • Extremely customer orientated with problem solving abilities.
  • Online gaming industry experience essential.
  • Must have experience handling escalated Level 1 and Level 2 IBAS and MGA regulatory complaints.
  • Must be fully up to date and knowledgeable of UK responsible gaming and LCCP requirements of safeguarding players.
  • Must have previous experience in a Team Leader or Training and Quality role.
  • Must have a proven track record of leading support departments at high quality levels in regulated markets where consistency and compliance are paramount.
  • Previous experience of handling staff performance reviews essential.

To apply please send your update CV to