Training And Quality Manager

Job Title: Training and Quality Manager

Location: Johannesburg

Posted On: 2 Days Ago

Job Requisition ID: JR

Company Overview

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.

Who We're Looking For

We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Osiris, every day is action-packed, and we expect you to bring your A-game.

Why We Need You

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.

Key Responsibilities

1. Learning and Development Management: Development and continuous improvement of the Contact Centre Training Framework across all African regions.
2. Design, develop and deliver comprehensive onboarding training of new Contact Centre staff.
3. Ensure customer journey elements and business processes are kept up to date.
4. Identify training needs and develop targeted programs to address skill gaps.
5. Management of the annual exams and associated processes.
6. Strong focus on continuous innovation of content creation, digitisation, and gamification.
7. Management of skills development and mentorship programs within the Contact Centre.
8. Stay abreast of learning and development industry trends.
9. Monthly reporting on all learning and development activities.
10. Quality Assurance Management: Development and continuous improvement of the Contact Centre Quality Assurance Framework.
11. Implementation and execution of full QA evaluation automation.
12. Conduct frequent audits on all Contact Centre processes.
13. Facilitate monthly calibration sessions for consistency across regions.
14. Monthly reporting on all Quality Management activities.

Essential Skills

1. Minimum of 3 years of Management / Training / Quality Assurance experience within a Contact Centre environment.
2. Relevant Diploma / Degree is essential.
3. Strong verbal and written communication skills.
4. Experience working collaboratively in cross-functional teams.
5. Expertise in managing multiple projects simultaneously.
6. Exceptional attention to detail.
7. Ability to adapt quickly to changing environments.

Desirable Skills

1. In-depth knowledge of sports betting markets.
2. Previous experience in the online gaming or casino industry.
3. Familiarity with gambling regulations and compliance requirements.
4. Computer literacy and strong proficiency in Microsoft Office Suite.
5. Experience with Content Creation and LMS software.

Our Values

Our culture is underpinned by core values that are linked to key behavioural competencies: Adaptability, Ownership and accountability, Initiating action, Resilience, Team orientation, Integrity, and Innovation.

What You'll Get Back

We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

Diversity and Inclusion

At Super Group, diversity is part of our DNA. We take equal opportunities seriously, championing a supportive, inclusive and empowering environment.

Application Process

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.
• This position requires trust and honesty; therefore, a credit and criminal record check will be conducted.

The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done.

By applying for this role, you grant us permission to apply for these checks. This will be done confidentially and solely for verification purposes.

If you do not hear from us within 2 weeks, please deem your application as unsuccessful.