Quality Assurance and Learning Manager

**Empower Our Teams, Elevate Our Service - Become Easygo's Service Quality & Learning Lead**

**What's in it for you?**

As our Customer Support Quality Assurance & Learning Manager, you'll be the driving force behind our mission to deliver world-class service. You'll shape how our teams learn, grow, and delight our customers every day. From designing and refining onboarding programs to championing quality standards and sharing actionable insights. You'll have the freedom to innovate and make a real impact across the business. Your expertise will help build a scalable, customer-focused support framework that raises the bar for service excellence and empowers the team to succeed.

**Your role with us**:
You'll be responsible for managing Easygo's customer support onboarding, up-skilling/re-training and quality of service. You will work with the senior members to provide insights, coaching and QA across all teams along with other areas of the business to share insights and ideas. This role will play a key part in our strategy to build out a customer focused quality/ CSAT framework along with a structured, documented, repeatable learning framework and content.

**Who are we?**

Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 300+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.

Click play, on your career today

**What you will do**:

- Work with HO and MEBIT equivalent on establishing Quality framework and implement technical system
- Work with HO and MEBIT equivalent on establishing a closed feedback loop or customers along with sharing insights to either individuals or department leads to address customer satisfaction
- Provide insights to team leaders and shift supervisors to assist coaching and feedback to improve overall customer satisfaction
- Act as a liaison between the customer support team, other departments and third party providers for training needs and pain points
- Train company processes, policies and procedures and comply with relevant regulations
- Assist with general team administration (rostering, access, tech issues and comms)
- Migrate learning content to be online so it is repeatable, consistent and accessible
- Create assessment and evaluation check points to help baseline skill levels and plan learning interventions

**What you will bring**:

- Background in customer experience or customer service management
- Experience in developing and implementing customer focused quality/CSAT frameworks
- Knowledge of learning and development frameworks
- Project management skills

**Bonus points if you also have**:

- Sports & Gambling knowledge advantageous
- Cryptocurrency knowledge would be advantageous
- Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom

**Some of the perks of working with us**:
**Office Perks &**Environment**
- In-house baristas serving free coffee, tea, fresh juices, and smoothies
- Daily catered breakfast and regular company-wide events
- Snack walls and drink fridges on every floor
- Fun /modern office spaces with pool tables, table tennis, gaming consoles, and an F1 simulator

**Wellbeing & Personal Development**
- Access to our Employee Assistance Program for you and your loved ones
- 9,000+ courses on our Learning & Development platform
- One paid volunteer day per year
- Weekly Wednesday massages by professional masseuses

**Team Connection & Rewards**
- Team budgets for lunches and activities to celebrate achievements
- Social sports teams and participation in Corporate Games
- Easygo branded swag
- Birthday and work anniversary gift vouchers, plus a chance to win prizes

**Events & Experiences**
- Company-wide talks with key partners such as Everton FC and Team Sauber in Formula 1
- Office visits from big-name streamers
- Meet Ambassadors like Alex Pereira, Israel Adesanya
- Ballots for exclusive tickets to events like Formula 1, UFC, and more sporting and music events

We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experiences, we never discriminate on the basis of race, religion, nationality, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

We're a global team of dreamers, creators, and game-changers from every walk of life, united by a passion for entertainment that inspires the world.

We believe that the best ideas come from different perspectives, so we actively welcome and champion talent from al