Company Description Who We Are Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents. The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution. We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation. Job Description We are seeking a detail-oriented and experienced Quality Analyst to ensure the highest standards of quality in our email and chat support processes. The QA will monitor, evaluate, and improve customer interactions across email and chat channels, ensuring exceptional customer experiences and adherence to company standards Responsibilities: Review and evaluate email and chat interactions to ensure compliance with company policies, procedures, and quality standards. Identify communication gaps, inconsistencies, and areas for improvement in agent responses. Provide constructive feedback to agents based on quality evaluations. Collaborate with team leads and trainers to develop and implement coaching strategies. Generate and analyse quality reports to identify trends and recurring issues. Present insights and recommendations to stakeholders for process improvements. Participate in calibration sessions to align on quality standards and criteria. Suggest process enhancements to improve overall customer satisfaction and operational efficiency. Ensure agents adhere to legal and organisational compliance requirements. Assist in updating training materials to reflect quality benchmarks and best practices. Qualifications Requirements: Bachelor’s degree or equivalent experience in a relevant field 2+ years of experience in a Quality Analyst role for email and chat support. Strong understanding of email/chat platforms and CRM tools Familiarity with quality assurance frameworks and methodologies. Proficiency in MS Office Suite and quality management tools. Ability to provide actionable insights and foster agent improvement. Attention to detail and a strong sense of accountability. Positive attitude and ability to collaborate with cross-functional teams. Self-motivated with a continuous improvement mindset. Additional Information Perks and benefits Annual Performance Bonus Night Shift Allowance Overtime Payment Referral Hire Bonus Health and Life Insurance IT Asset provided 5 days working Paid leaves of 26 days (excluding 08 public holidays) Team fun activities Quarterly Team Outings
Company Description Who We Are Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents. The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution. We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation. Job Description Responsibilities Coordinate with Tech for new game launches; ensure thorough testing, error-free setup, and expected game behavior. Handling day-to-day backend operations including query resolution, content management, and escalations. Ideate and propose promotional campaigns to acquire new users and re-engage existing ones; define goals, track metrics, and share performance reports. Conduct regular competitor analysis to identify popular games, missing features, and opportunities for improvement. Analyze ongoing promotions to evaluate their effectiveness based on proposed performance metrics. Monitor user and game-level risk; review top winners, betting patterns, and escalate concerns to relevant teams. Track GGR% churn, and other key business metrics daily/weekly/monthly; suggest action plans for growth. Continuously review launched games to suggest gameplay, interface, or feature enhancements. Work with Designers to create impactful promotional banners by providing creative direction and performance-based feedback. Qualifications Relevance Experience in monitoring games, campaigns & users Working knowledge on CRM Relevant experience in an analyst function preferably in gaming or IT/ E com sector Preferably 1+ years of Ops support experience in gaming/ E com and with an interest in sports a plus Working knowledge of database architecture and management (preferably MySQL and Oracle) is a plus. Fluent in written and spoken English. Strong Microsoft Excel skills/ Google spreadsheet skills Bachelor’s degree and above in a related subject (science major) would be beneficial. Preferably Engineers/ postgraduate in tech. Additional Information Perks and benefits Annual Performance Bonus Night Shift Allowance Overtime Payment Referral Hire Bonus Health and Life Insurance IT Asset provided 5 days working Paid leaves of 26 days (excluding 08 public holidays) Team fun activities Quarterly Team Outings
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents. The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution. We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation. Responsibilities: - Manage and mentor a team of quality analysts, fostering a positive and motivating environment. - Develop and implement a QA framework specific to customer service interactions, ensuring it aligns with organisational goals. - Regularly monitor customer service interactions (calls, chats, emails) to assess quality and compliance with standards. - Define and track key performance indicators (KPIs) for the customer service team, such as customer satisfaction scores, response time, and resolution rates. - Provide constructive feedback to customer service representatives based on evaluations, and conduct regular coaching sessions to improve performance. - Create and present reports on quality metrics, trends, and areas for improvement to management and stakeholders. - Collaborate with training teams to develop training materials and programs that enhance the skills of customer service representatives. - Identify and recommend process improvements to enhance customer experience and operational efficiency. - Gather and analyse customer feedback to identify pain points and areas for enhancement in service delivery. - Ensure that customer service practices adhere to company policies and regulatory requirements. - Work closely with other departments (such as operations, product, and marketing) to align customer service quality initiatives with broader business goals. - Leverage QA tools and technologies to streamline monitoring processes and improve reporting accuracy. - Address and resolve any quality-related disputes or concerns within the customer service team. Qualifications: - Minimum HSC required - 3+ Years of work experience required - Strong leadership and team management abilities, with a track record of successfully managing and managing a team. - Exceptional communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. - Detail-oriented with a high degree of accuracy in work output and a commitment to maintaining confidentiality. - Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and meeting deadlines. Perks and benefits: - Annual Performance Bonus - Night Shift Allowance - Referral Hire Bonus - Health and Life Insurance - IT Asset provided - 5 days working - Paid leaves of 21 days (excluding 12 public holidays) - Team fun activities - Quarterly Team Outings,
You will be responsible for maintaining the highest quality standards in email and chat support processes as a Quality Analyst. Your role will involve monitoring, evaluating, and enhancing customer interactions through email and chat channels to ensure exceptional experiences and adherence to company guidelines. Your key responsibilities will include reviewing and assessing email and chat interactions for compliance with company policies, identifying areas for improvement in agent responses, providing constructive feedback to agents, collaborating with team leads and trainers on coaching strategies, analyzing quality reports to identify trends and recurring issues, presenting insights and recommendations for process enhancements, participating in calibration sessions to align on quality standards, suggesting process improvements for enhanced customer satisfaction and operational efficiency, ensuring agent compliance with legal and organizational requirements, and assisting in updating training materials to reflect quality benchmarks and best practices. To qualify for this role, you should have a Bachelor's degree or equivalent experience in a relevant field, along with at least 2 years of experience in a Quality Analyst role focusing on email and chat support. You should possess a strong understanding of email/chat platforms and CRM tools, familiarity with quality assurance frameworks and methodologies, proficiency in MS Office Suite and quality management tools, the ability to provide actionable insights and support agent development, attention to detail, accountability, a positive attitude, collaboration skills with cross-functional teams, self-motivation with a focus on continuous improvement. In addition to a challenging and rewarding work environment, you can look forward to enjoying perks and benefits such as an Annual Performance Bonus, Night Shift Allowance, Referral Hire Bonus, Health and Life Insurance coverage, IT Asset provision, a 5-day work week, 26 days of paid leave (excluding 8 public holidays), team fun activities, and quarterly team outings.,