Manila
Vacancy Type:
Secondment
Brand:
23 (Entain)
As a Risk QA Analyst for BetMGM, it focuses on all aspects of Customer Operations to ensure that consistent adherence to our business and regulatory processes, and to ensure that our customers are receiving the best experience possible each time they interact with our support teams. You will be a key player in assessing the performance of multiple teams within the Risk & Payments space by ensuring regulatory compliance, identifying process or product issues, and working cross-functionally to strategize and implement solutions to further efficiency while measuring outcomes.

The ideal candidate for the Risk QA Analyst role has excellent attention to detail, is incredibly thorough, and embraces the mindset of continuous process improvement. If people regularly refer to you as a “perfectionist”, this role may be the perfect fit for you!
 
Responsibilities:
  • Perform daily Quality Assurance evaluations for Risk & Payments Operations.
  • Participate in regular QA Calibration sessions alongside Team Leads to ensure a uniform QA evaluation process across all departments and geographies.
  • Participate in regular cross-functional alignment sessions with Risk & Payments Leadership and other stakeholders to leverage QA insights to continuously improve business processes and workflows.
  • Provide feedback to Team Leads for coaching opportunities & process improvement.
  • Assist Team Leads with Agent coaching, when appropriate.
  • Work closely with the Training, Process & Content and other internal teams and stakeholders to address and resolve any training, process or knowledge gaps.
  • Prepare detail-oriented reports highlighting key areas of improvement needed in Agent reviews.
  • Assist in the development and ongoing evolution of BetMGM quality standards and Company processes.
  • Recognize and act on observed potential Responsible Gaming issues.
  • Ensure that all Agents remain in compliance with all business and regulatory policies, procedures and applicable laws while acting on behalf of BetMGM.
  • Assist QA Leadership with the onboarding and training of new QA Associates.
  • Work effectively and collaboratively to ensure that BetMGM is consistently meeting and exceeding customer expectations and demands.
  • Assist with other Quality Assurance projects and initiatives, as assigned.

Skills & Qualifications:

  • High quality and service awareness
  • Excellent verbal, written, and interpersonal communication skills.
  • Solid time management skills, reliability, and accuracy
  • Ability to work well under pressure & meet deadlines.
  • Proactive and willing to take ownership.

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.