Risk Coach

Reporting to the Risk Service Manager, the primary function of the Risk Service Coach is to maintain prescribed quality standards in our Risk environment by means of evaluation, coaching and training. You will be required to work within general methods and procedures and exercise independent judgment to adapt and apply the guidelines to specific situations. Working shifts may be required.

• Ensure quality assessments are completed on each agent in the Risk Team monthly.
• Ensure feedback sessions are held monthly with Risk Team Leads to discuss QA results as part of agent development.
• Maintain the Query Tracker and provide monthly reporting to track and highlight trends or knowledge gaps.
• Provide monthly QA reporting to the Risk Team Leads & Service Manager.
• Review QA Report data to track and highlight trends or knowledge gaps within the Team.
• Facilitate WAT/Training sessions targeted at knowledge gaps and/or new Policy & Procedure information.
• Utilize findings from QA trends to identify topics that need to be covered in WAT/Training Sessions & share with Team Leads.
• Have a hands-on approach with new Risk Agents as well as the Training Department during Risk Training.
• Facilitate the Incubation period once new agents start on the Risk floor.
• Manage the Risk Wiki to ensure all required information is accurate and easily accessible.
• Update & maintain relevant policy and procedure documentation.
• Ensure that the department’s vision is promoted and that a customer service orientated ethos is developed.
• Accountable for the management and execution of quality reviews ensuring the Risk Policies and Procedures are followed as per business process documents.
• Accountable for open communication at all levels regarding areas of strengths & development within the Risk Team.

• Knowledge and understanding of Risk systems & technology (required).
• Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports (required).
• Minimum 24 months Risk or Fraud experience (required).
• Holds a degree, diploma, or certification in Risk Management, Legal, Accounting or related fields (required).
• Willing and able to work within a 24/7 shift environment where required (required).
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (preferred).
• Familiarity with gambling regulations and compliance requirements in various jurisdictions (preferred).
• Knowledge and understanding of CSC systems & technology (preferred).

• Comprehensive learning and development programmes.
• Innovative Performance Tool for regular, constructive feedback.
• Employee Assistance programme.
• Free Daily Meals.
• Free Massages On-site.
• Free On-Site Gym.
• Group Life Cover.
• Funeral Fund Benefit.
• Financial Services Assistance.
• Employee Assistance Programme.
• Curro School Fees Benefit.
• Income Continuation Benefit.
• Leadership Training.
• Referral Bonus.
• Medical Aid Subsidy.
• Free Sleep Coaching.
• On-site Barista.
• Retirement Annuity Subsidy.
• Team buildings.