Quality Assessor

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. Our journey at Betway Africa started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world.

Our expertise lies in marketing, customer service and technology.

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway Africa, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar. Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As a Quality Assessor you’ll be maintaining quality standards in the Customer Service environment, covering evaluation, coaching, training and providing constructive feedback to customer representatives. This will help us to stay ahead of the game.

As part of your role, your responsibilities will include:

• Achieve Commercial Results
  • Our coaching customer service teams consist of coaches who have knowledge and understanding of the customers within their specific regions.
  • Assist in delivering high levels of customer service, while delivering an authentic human extension to our product offering on an informative, friendly, and multi-language level.
• Coaching
  • The Quality Assessor plays a critical role in driving continuous improvement through real-time and structured coaching.
  • Remain available and visible on the floor to provide in-the-moment feedback, ensuring effective knowledge transfer and immediate support.
  • Use of tools such as Genesys, Jira, and Confluence.
  • Review calls.
  • Log Quality Assessor evaluations.
  • Assess host interactions from a customer satisfaction and compliance perspective.
  • Conduct one-on-one sessions based on live and retrospective reviews.
  • Create action plans to address quality and compliance gaps.
  • Follow up to ensure knowledge retention.
  • Collaborate with QA, Responsible Gaming, and Privacy teams to address specific case findings and report on how technical or service-related issues impact the player experience.
  • Apply a coaching approach that is both proactive and data-driven, using trends and reports to identify team knowledge gaps and inform future training or coaching requirements.
• Training
  • Support the development and delivery of training programs to improve service skills and knowledge. This includes new starter training, ongoing product-specific sessions, and coaching based on management-identified gaps.
  • Create training materials, conduct coaching sessions, facilitate role‑playing exercises, and provide on‑the‑floor support during onboarding.
  • Track attendance, progress, and retention, ensuring training is applied in practice and aligned with service goals.
• Reporting
  • Compile monthly reports that highlight team trends, service levels, and improvement areas.
  • Analyse QA results, customer alerts, and coaching insights to identify performance gaps and opportunities.
  • Share findings with both hosts and managers to enhance service delivery, with all coaching activities tracked for consistency and follow‑up.
• Performance Management Support
  • Conduct team audits to assist the managers for performance management purposes as well as to assess probation performance.
  • Set performance objectives (department‑wide and individual) for each channel.
  • Work with the customer service hosts to ensure objectives are met.
  • Perform consistent knowledge checks by either conducting tests and/or sending surveys to hosts.
• Best Practice
  • Keep abreast with all product and business updates and new tools and technologies that can improve customer service.
  • Collaborate with…