Quality Assurance Analyst

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a Quality Assurance Analyst, you will play a critical role in driving the quality and consistency of our Customer Service operations by understanding, interpreting and recommending improvement based on weekly quality audit outcomes.

You will lead initiatives, provide in-depth data analysis and support quality assurance strategies to achieve operational excellence, driving continuous improvement across the business.

This is an exciting opportunity for a highly analytical leader to have a significant impact on the continuous improvement of our Customer Service operations in a newly emerging team across the global operation.

• At least 6 months in current position.
• Strong analytical and problem-solving capabilities.
• Proficiency in advanced Excel and data analysis.
• At Least 6 months in reporting or Continuous Improvement experience.
• Lean Six Sigma Green Belt certification (preferred).
• Proven experience in root cause analysis and expertise in quality tools such as Fishbone Diagram, 5 Whys, Pareto Analysis, and Voice of the Customer (VOC).
• Excellent communication, collaboration, and interpersonal skills.
• Ability to work effectively across different time zones.
• Passion for continuous improvement and driving operational excellence.
• Strong attention to detail and process optimisation skills.

• On-board new QA programs and lead Auditor Certifications.
• Create data-based reports and offer insights to Quality Assurance Manager and Supervisors to feed into Customer Service Teams.
• Conduct root cause analysis and highlight trends and opportunities for the line of business.
• Provide insights and recommendations to stakeholders.
• Collaborate with teams globally to implement quality assurance initiatives.
• Ensure consistency in processes and drive best practices.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.