Call Center Quality & Insights Specialist

Company Description

At bet
365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market‑leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward‑thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

A Call Center Quality & Insights Specialist, who will play a critical role in driving the quality and consistency of our Customer Service operations by understanding, interpreting and recommending improvements.

Working within the global quality assurance team, you will have the opportunity to lead key quality initiatives and provide data‑driven insights that improve customer service globally.

You will collaborate with cross‑functional teams, creating and structuring weekly reports in a way that makes data accessible for all levels, offering actionable recommendations to enhance processes and agent performance and drive continuous improvement initiatives.

Insights provided will form the basis of business reviews and provide the background for evidence‑based change across the operation.

The salary range for this role is $60,000 - $70,000 annually.

bet
365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

• Strong analytical and problem‑solving capabilities.
• Proficiency in advanced Excel and data analysis.
• Experience in Customer Service Quality Assurance.
• Lean Six Sigma Green Belt certification.
• Proven experience in root cause analysis and expertise in quality tools such as Fishbone Diagram, 5 Whys, Pareto Analysis, and Voice of the Customer (VOC).
• Excellent communication, collaboration, and interpersonal skills.
• Ability to work effectively across different time zones.
• Passion for continuous improvement and driving operational excellence.
• Strong attention to detail and process optimization skills.
• Ability to lead and influence cross‑functional teams.

• On‑boarding new QA programs and lead Auditor Certifications.
• Creating data‑based reports and offer insights to Quality Assurance Managers and Supervisors to feed into Customer Service Teams.
• Conducting root cause analysis and highlight trends and opportunities for the line of Business.
• Providing insights and recommendations to stakeholders.
• Collaborating with teams globally to implement Quality Assurance initiatives.
• Ensuring consistency in processes and drive best practices.