As a Quality Assurance Analyst, you will play a key role in driving the quality of our Customer Service operation by interpreting weekly audit outcomes and providing recommendations for improvement.
Working within the Global Quality Assurance team, this role offers 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 at all levels, offering actionable recommendations to enhance processes, advisor performance and drive continuous improvement initiatives.
You will provide in-depth data analysis and support quality assurance strategies to achieve operational excellence, driving continuous improvement across the Business.
The insights you provide will form the basis of business reviews and serve as the foundation for evidenced-based change across the operation.
This is an exciting opportunity for a highly analytical leader to have a significant impact on the continuous improvement of our Customer Service operations in a newly emerging team across the global operation.
The position is full time with a typical working pattern of Monday to Friday between the hours of 09:00-17:30, however full flexibility is required.
Preferred Skills, Qualifications and Experience
* Strong analytical and problem-solving capabilities.
* Proficiency in advanced Excel and data analysis.
* Background in customer service quality assurance.
* Lean Six Sigma Green Belt certification is preferred.
* 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 optimisation skills.
* Ability to lead and influence cross-functional teams.
Main Responsibilities
* Onboarding new QA programs and leading Auditor Certifications.
* Creating data-based reports and offering insights to Quality Assurance Managers and Supervisors to feed into Customer Service teams.
* Conducting root cause analysis and highlighting trends and opportunities for the line of business.
* Providing insights and recommendations to stakeholders.
* Collaborating with teams globally to implement quality assurance initiatives.
* Ensuring consistency in processes and driving best practices.
By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Policy which can be found at https://www.bet365careers.com/en/privacypolicy.pdf