Customer Service Quality Analyst – iGaming

Job Summary

The Customer Service Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer service interactions across multiple channels. The role ensures that Customer Service Representatives (CSRs) follow company policies, service standards, and iGaming procedures while providing accurate, professional, and efficient support to players.

Key Responsibilities

• Review and evaluate customer interactions through live chat, email, phone, and other support channels.
• Conduct regular quality audits using established QA scorecards and performance standards.
• Ensure CSRs provide accurate information regarding player accounts, deposits, withdrawals, bonuses, promotions, games, and general concerns.
• Check compliance with company policies, operational procedures, and responsible gaming requirements.
• Identify errors, process gaps, and recurring issues that may affect customer satisfaction or business operations.
• Provide constructive feedback and coaching recommendations to CSRs and Team Leaders.
• Conduct calibration sessions with QA, Operations, and other relevant teams to maintain consistent quality standards.
• Prepare daily, weekly, and monthly QA reports and performance summaries.
• Track recurring quality issues and recommend process improvements.
• Escalate critical errors, policy violations, suspicious activities, and customer-impacting issues to the appropriate department.
• Coordinate with Operations, Training, Compliance, Payments, Risk/Fraud, and other departments when necessary.
• Assist in developing and updating QA guidelines, scorecards, procedures, and training materials.
• Monitor trends in customer complaints and service quality to identify opportunities for improvement.
• Maintain confidentiality and properly handle sensitive player and company information.
• Perform other quality-related tasks assigned by management.

Qualifications

• Bachelor’s degree in Business, Communications, Management, or a related field is preferred.
• At least 2-3 years of experience in Customer Service, BPO, iGaming, or a related industry.
• Previous experience as a Quality Analyst in an iGaming or BPO environment is preferred.
• Strong knowledge of customer service standards and quality assurance processes.
• Experience handling or reviewing iGaming player support, payment, account, and promotional concerns is an advantage.
• Strong analytical and attention-to-detail skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office and/or Google Workspace.
• Ability to work independently and meet deadlines.
• Willing to work on shifting schedules, weekends, and holidays.

Key Competencies

• Quality Assurance & Attention to Detail
• Analytical and Critical Thinking
• Customer Service Knowledge
• iGaming Operations Knowledge
• Communication Skills
• Coaching & Feedback
• Problem Solving
• Compliance Awareness
• Data Analysis & Reporting
• Teamwork and Accountability

Key Performance Indicators (KPIs)

• QA Accuracy and Audit Completion
• Quality Score / QA Score
• Error Detection and Reporting
• Compliance and Policy Adherence
• Coaching/Feedback Effectiveness
• Customer Satisfaction Impact
• Report Accuracy and Timeliness
• Calibration Consistency