Player Protection Quality Analyst

You'll be responsible for driving and improving the Quality Assurance program across the Player Protection and Compliance team. The Player Protection team are responsible for safeguarding our customers and the business by analysing and assuring compliance to key/high risk operational processes in areas of Responsible Gambling with potential growth to other areas such as Source of funds/wealth.

Reporting into the Senior PPT QA analyst, the Player Protection Quality Assurance analyst will play an important role in supporting the departments strategy of creating a world class experience to its members while maintaining compliant outcomes against regulations.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.

We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.,

• Responsible for assessing and scoring individuals on quality and performance against department KPI's.


• Determine quality standards by studying inbound and outbound calls, emails, and live chats.


• Accountable for Quality assurance monitoring, documentation, and escalation of all findings


• Product Knowledge across brands and compliance regulations to support consistency in Quality Assurance outcomes.


• Compliance: Responsible for keeping up to date and understanding regulations and market changes.


• Ensure staff are compliant with internal Responsible Gambling and regulator policies and procedures.


• Team Collaboration: Advise leadership of trends in QA and other information to enhance their understanding of impact of service.


• Provide competent, expert knowledge, skills and advice, acting as a subject matter expert on all quality control related issues.


• Data: Provide monthly reporting and updates to line management, highlighting key quality assurance findings, trends, and improvement initiatives.


• Working closely with other area on quality assurance including SOF, AML and all LiveScore brands.


• Assisting the Senior QA analyst in building effective processes to ensure Player protection is meetings its regulatory requirements.
  
  Experience of working in a QA / compliance role.


• Possess good IT skills, Microsoft Excel and PowerPoint.


• Excellent data analysis and reporting skills.


• Good interpersonal skills and the ability to build rapport at all levels with Stakeholders.


• Demonstrates sound and well-reasoned judgement when applying decision making.


• Possess the confidence to act as a catalyst for change, driving improvement.


• A desire for continuous improvement - processes, reporting and the tools we use.


• Able to manage competing priorities whilst ensuring performance targets are met.


• Excellent organisational skills and attention to detail.


• As we are a 24/7 business, flexibility regarding working hours is required.
  
  Company Performance bonus


• Hybrid working for all staff with flexible working opportunities


• Private Healthcare scheme + Employee Enhanced Assistance


• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay


• Subsidised gym membership


• Life Assurance (x3 salary)


• Contributory Pension Plan


• Daily snacks, quality coffee, soft drinks and regular socials