Quality Assurance Specialist - Dutch Speaking

Customer Support Sliema, Malta


Position at LeoVegas Mobile Gaming Group

LeoVegas is where the lions play…and work! A fun, agile and fast paced environment connecting 1000+ LeoVegas employees with over 60,000 worldwide employees of MGM Resorts International, as our two leading forces come together. We’re culture focused, so if you’re an innovator, initiator and a team player, give us a roar and join the LeoVegas pride - WINNER of the iGaming Idol 2022 - Employer of the year award!

Let’s create the world's greatest iGaming experience!

LeoVegas’ scale-up culture sets a tone of courage and capacity to act. Employees are encouraged to not only say what they think, but also to do the job that is needed - “to make it happen”.

LeoVegas does not believe in hierarchical structures, but instead that every individual employee plays an important role in the company. We trust that you thrive in these environments.

Due to our continued growth, we’re now looking for a Quality Assurance Specialist to join our high performing team.

As our Quality Assurance Specialist you will:

  • Quality, Learning and Development
    • Conducting internal and external reviews of the quality of agents' interactions and providing feedback, coaching, and shadowing as required.
    • Identifying additional training needs and providing structured and consistent recommendations through verbal and/or written feedback to the Team Leaders and training team.
    • Evaluate current procedures and develop new and improved ways to organise the agent's workload.
    • Ensure that all used macros are up to date and suggest changes and implementation of additional macros to deliver the best Customer Experience.
    • Identifying customer needs and taking proactive steps to maintain positive experiences, including performing outbound phone calls or conducting coaching sessions when needed.
    • Analysing and interpreting customer feedback and escalating this to other departments when needed.
    • Proactively maintaining and delivering the required service levels to maximise the team's productivity to support the desired operational efficiency and increase customer satisfaction.
  • Customer Support
    • Answering customers' enquiries for LeoVegas and all other brands via email in a timely and professional manner. This written communication is delivered in native languages across all markets LeoVegas operates.
    • Answering customers' enquiries for LeoVegas and all other brands via phone and live chat if there is a business need.
    • Providing customer support on gaming, financial, technical and any applicable issues related to customer support queries.
    • Ensuring that the work in the Customer Support Department is organised efficiently to get the most out of available resources without falling behind on our SLAs
    • Working with other departments such as Payments/Fraud, CRM and Tech teams to solve problems, improve the system, and improve the customer experience.
    • Escalating any internal or external technical issues that may affect the team's daily operations.
    • Prioritising escalated cases and working with required teams to solve them effectively.
    • Supporting 2nd Line teams and Leaders with the day-to-day Operations as required.

Your areas of knowledge and experience:

  • Minimum of six months experience within the iGaming industry. Any experience in a specialist role is a plus, but not a necessity.
  • Excellent attention to detail and a passion for coaching and development.
  • Ability to prioritize and plan daily tasks using time efficiently, demonstrating thoroughness and monitoring own work to ensure quality.
  • A willingness to learn and grow, not only in terms of knowledge but also in terms of cultural traits valued by LeoVegas.
  • Strong interpersonal communication skills, both verbal and written.
  • Fluent in Dutch and English.
In addition, this function is aimed at a future licensed offering/ subject to obtaining a Dutch License.

Our Culture:

**As our company working language is English so we’d like to see your CV in English please**

At LeoVegas Mobile Gaming Group we firmly believe that our diversity is what makes us unique and that everyone and anyone is welcome to enjoy the ride - regardless of age, gender, disability, race, national or ethnic origin, religion, language, marital or civil partnership status, political beliefs and sexual orientation.

We are highly committed to uphold a high level of diversity and inclusion throughout our entire group. Being a global company with a widely diverse customer base makes it essential for our workforce to be a reflection of this.

By doing so, we believe we will achieve the best possible customer experience and create better value to our shareholders by doing so.

Working Hours:

  • Ability to work on a shift basis including weekends and public holidays. Hours range from 08:00-22:00.
At LeoVegas we have introduced a hybrid working environment that enables our employees to come together and collaborate in person, whilst offering ongoing flexibility to work from home. As part of this role, you will have the opportunity to participate in various training and coaching sessions, which would call for several days in our office per month.

Compensation & Benefits:
  • Competitive salary based on your experience
  • Well-being allowance to support your active lifestyle.
  • Work from anywhere in the world for up to 4 weeks per year
  • Private health insurance to keep our Team Leo healthy and happy.
  • Personal development plan to help you reach your goals and ambitions.
  • Employee assistance program to help and guide you in challenging moments.
  • Roaring discounts all over Malta island for you to explore.
  • Team activities and events to have some well deserved break and a bit of fun!
  • If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight.