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.

• This position requires an ambitious, highly driven and committed leader who understands both what great customer experience looks and feels like.
• The successful candidate will be responsible for improving the quality of customer interactions, via the development and utilization of AI tools.

What you'll be getting up to: 

• Reports to the AI Quality Manager to support artificial intelligence (AI) and machine learning (ML) projects that improve contact center and operational efficiency across various business territories.
• Support the AI Quality Manager in planning and executing Quality Assurance strategies across the department.
• Oversee QA processes for call monitoring, case reviews, and process audits while integrating AI-powered tools to improve efficiency and accuracy.
• Focuses on improving customer experience.
• Lead and coach a team of QA specialists to uphold and continuously improve service standards via AI tools
• Ensure the project needs are met in a timely manner.
• Track the progress and quality of work being performed and provide feedback to senior management.
• Work closely with stakeholders in suggesting solutions to more streamlined processes and less manual work in aims to improve staff work environment.
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.
• Facilitate communications between various stakeholders.
• Any project or operational related task assigned by superior.
• Represent QA and AI initiatives in management discussions and drive recommendations for continuous improvement.

Requirements:

• Tenured in both call center quality and customer experience. Or Any BPO experience.
• Experienced in project work and presentation.
• Experienced in managing minimum 5 staff under you.
• First class leadership and coaching skills, with the ability to inspire, challenge and develop your team to deliver excellence.
• Superb stakeholder management skills with the ability to influence across all areas and levels of the business
• Ability to be creative in communicating and adapting to diverse cultures and personalities
• Ability to present information and data clearly in easily digestible formats
• Ability to understand and adapt to operational and technical requirements
• Ability to challenge current thinking to lead the team into the future
• Candidate must possess at least a Bachelor's/College Degree in Business or equivalent
• 3-5 years of related experience with increasing levels of responsibility
• Involvement in managing and participating in projects
• Strong people management skills.
• Strong detailed analytical thinking, problem solving and results oriented skills
• Background in Online Gaming is preferred
• 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

**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.