Operational Quality Analyst

Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.
Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.
What you'll be getting up to:
- This position requires an ambitious, highly driven and committed member who understands both what great customer experience looks and feels like.
- The role is designed for a motivated team member who is eager to grow within the customer service and operations field.
- The position focuses on reviewing customer interactions, maintaining quality standards, and providing support to the team to ensure a consistent customer experience.
Job Responsibilities:
- Review quality specifications and provide timely, meaningful feedback.
- Prepare and maintain clear, structured quality plans, checklists, and use cases.
- Support in prioritizing and coordinating quality-related activities.
- Identify issues, recommend corrective actions, and follow up to resolution.
- Ensure consistent quality support for both AI/Chatbot solutions and human customer support associates.
- Carry out any additional tasks assigned by the superior, in line with business needs.
- This is a 24/7 onsite role on a roster basis (5 days a week)
Requirements:
- Diploma/Degree qualification in any field.
- Minimum 1–2 years’ experience in a customer service or operations role (contact center experience preferred).
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Experience in quality monitoring or process improvement will be an added advantage.
- Willingness to work on a rotating roster (24/7).
- Ability to work under pressure within a dynamic and challenging environment.
Key Skills required of the Role:
- Strong communication skills (written and verbal)
- Ability to observe, evaluate, and present feedback effectively.
- Organized and detail-oriented with good reporting skills.
- Ability to adapt to diverse personalities and team environments.
- Self-motivated, reliable, and proactive in problem-solving.
Additional Information:
- Display excellent communication, problem solving and people skills.
- Must be independent, self-motivated, show initiative and a strong sense of ownership/responsibility.
- Supportive of company goals and objectives, deliver departmental/team results and key objectives.
- Display willingness to learn/fast learner
Location: Orion City, Colombo (Onsite role)
**Applications in English only please
Diversity & Inclusion
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.
- Department
- Customer Support
- Locations
- Colombo Sri Lanka
- Employment type
- Full-time
- Job Level
- Mid
- Work Setup
- Onsite
