Quality Assurance Officer

1 week ago

Brisbane, Australia Entain Full time

**About the role**

The Client Services department at Entain Australia is fast-paced and ever-changing. Keeping staff up to date with these changes and trained in industry specifics is key for providing excellent customer service and retention.

The Client Services QA Officer works closely with the Quality Assurance & Complaints Team Leader to ensure that the correct level of quality assurance and interaction auditing is occurring across all contact centre teams. QA Officer is also accountable for ensuring that all accepts of Entain complaints management framework & administrative tasks/requirements are being adhered to.

**Key Responsibilities**
- Ensuring that all required interaction reviews are completed, and feedback is provided.
- Ensuring the completion of all administrative tasks and requirements.
- Ensuring that all customer complaints are completed within the required SLA period.
- Assist in continuous improvement of relevant processes & procedures that will improve customer experience outcomes
- Liaise with key stakeholders to share any risks that require support from RG, AML, Legal, Fraud & Client Services
- Accurately record customer interactions and transactions
- Assisting the Head of Contact Centres & Client Services Team Managers with administrational tasks including Complaint handling, interaction reviews and administrative tasks
- Coaching and development of Client Service Operators & QA Officers through various coaching methods
- Manage customer accounts & databases
- Accurately record customer interactions and transactions
- Assist in the identification of fraudulent user accounts, financial patterns, and trends
- Preserve Entain’s high standard of Responsible Gambling practices

**Skills, Experience & Capabilities**
- Sound knowledge of the wagering industry, Entain systems, and internal processes/procedures
- A proven track record in providing exceptional customer service to internal and external stakeholders
- Personable and approachable, with the ability to quickly build rapport with new employees
- Experience monitoring performance and providing feedback
- Motivated and willing to learn - must show initiative in completing tasks and prioritising workload
- Strong attention to detail with the ability to be analytical
- Ability to meet deadlines, work under pressure and deal with sensitive information
- Good interpersonal skills and an ability to communicate at all levels, both verbally and written, are essential

**Key Working Relationships**
- Training team
- Product team(s)
- Client Services Management
- Team leaders and Supervisors
- Other Client Services teams e.g. Compliance, ACM, VOC, etc
- HR and Legal team(s)

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