Johannesburg: Quality Assurance & Training Specialist

About the Role

We are seeking a highly skilled Quality Assurance & Training Specialist to join our team in Johannesburg. As a key member of our playTSOGO family, you will have the opportunity to grow and develop within the company while contributing to our mission to provide exceptional player experiences. If you are passionate about quality assurance, training, and delivering outstanding results, we would love to hear from you.

Key Responsibilities

• Design and implement responsive, user-friendly interfaces using HTML, CSS, and JavaScript.
• Develop, implement, and maintain QA frameworks, scorecards, and audit methodologies across customer support, operations, and player interactions.
• Conduct regular audits on customer engagements (calls, chats, emails) to ensure compliance with internal standards and regulatory requirements.
• Analyse QA results to identify trends, risks, and improvement opportunities.
• Produce QA reports and dashboards highlighting performance gaps and actionable insights.
• Collaborate with operations and compliance teams to remediate identified risks and improve service delivery.
• Ensure adherence to Responsible Gaming protocols and escalation procedures.
• Design, develop, and deliver training programmes aligned to business objectives, regulatory requirements, and operational needs.
• Facilitate onboarding training for new hires and continuous development programmes for existing staff.
• Translate complex regulatory, product, and system requirements into engaging and practical training content.
• Evaluate training effectiveness through assessments, QA feedback, and performance metrics.
• Maintain and update training materials to reflect regulatory changes, product updates, and process improvements.
• Build and maintain dashboards tracking QA scores, training effectiveness, and operational KPIs.
• Analyse player behaviour, agent performance, and customer experience metrics to inform training interventions.
• Support the automation of QA and training reporting processes to improve efficiency.
• Document QA frameworks, training methodologies, and reporting standards.

Requirements

• Matric
• Relevant tertiary qualifications
• Relevant qualification in training, education, HR, compliance, or related field (advantageous)
• 35 years experience in quality assurance, training, or a combined role within a regulated environment (igaming preferred)
• AI qualification (advantageous)
• Strong understanding of online betting/igaming operations and regulations in South Africa
• Experience in QA methodologies, call auditing, and performance management frameworks
• Proficiency in data analysis, reporting tools, and dashboard creation

Qualifications

None mentioned.

Salary & Benefits

Salary information not specified.

Note: The original job description did not provide specific salary information or benefits.