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The role is to ensure that customer interactions and services meet established standards of quality and excellence. Among the crucial tasks that this position must oversee are creating and executing QA frameworks, carrying out audits and reviews, working with cross-functional teams, and analyzing data and metrics.

What you will be doing:

• Responsible for attaining business performance through effective leadership in the quality assurance function.
• Overall responsible for the design and execution of the quality assurance framework to meet regulatory, business, and customer standards. 
• Responsible for ensuring ongoing compliance with quality standards based on internal and external requirements.
• Creation of long-term plans, managing projects, and working with other functions to ensure quality actions are aligned with business strategies. 
• Work closely with the operations team and other functions to carry out process improvement activities and facilitate best practice sharing and driving operational excellence. 
• Lead the data analysis for to address the root cause and provide recommendations on improving the operational process to achieve quality and voice of the customer goals and objectives. 
• Work closely with different functions to ensure gaps are addressed and improvement can be measured. 
• Lead calibration sessions and QA business reviews as appropriate to ensure an understanding of operational needs.
• Engage with business stakeholders to drive quality assurance initiatives. 

Who we are looking for:

• Recognized as an expert in QA function within the organization 
• Has specialized depth and/or breadth of expertise in QA in a customer operations setting. 
• Interprets internal or external issues and recommends solutions/best practices 
• Solves complex problems; takes a broad perspective to identify solutions in customer operations / QA space. 
• Can work independently, with guidance in only the most complex situations 
• At least 5 years’ experience as a quality manager in a customer operations settings or in any similar capacity. 
• Proven track record in managing and delivering quality assurance-related projects 
• Advanced reporting skills and the use of different analytical tools are a must. • Experienced in creating storytelling through data for various stakeholders.
• Guides others in resolving complex issues and solves complex problems with implications on cross-functional business processes and outcomes 
• Serves as a subject matter expert in QA and applies knowledge of strategies that can be deployed within the organization. In-depth knowledge of QA methodologies and risk management frameworks 
• Excellent analytical and problem-solving skills with the ability to translate data into actionable insights. 
• Experience in managing and leading high-performing teams 
• Strong communication and interpersonal skills, with the ability to lead and collaborate effectively at all levels. 
• Ability to work independently and take ownership of projects.

• Guides others in resolving complex issues and solves complex problems with implications on cross-functional business processes and outcomes. 
• Serves as a subject matter expert in risk control and applies knowledge of strategies that can be deployed within the organization. 
• Experienced in leading functional teams or projects.
• Passion for the iGaming industry and commitment to building a customer-centric culture of excellence A strong understanding of iGaming regulations and responsible gambling practices is an advantage. Six Sigma Certification or any quality-related standards certifications such as COPC, ISO, and so on... is an advantage.

What we offer:

Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:

• Competitive salary and bonus schemes.
• Our employees can work from home up to 60% of the time with 40% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up!
• You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday.
• Tools and services to help support your well-being, including support with mental health and financial education

More about evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and we’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.

Apply

At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.

Apply today to kickstart your application with the evoke Family!