Operational Excellence Specialist

About us:

Betty is an innovative entertainment company pioneering at the intersection of real money online casino and casual mobile gaming. Accredited by the Alcohol and Gaming Commission of Ontario (AGCO) as a B2C operator in February 2023, we've set a new standard in the industry. Our mission is to redefine the online casino experience by offering a uniquely transparent environment where players can relax, unwind, and enjoy themselves safely. We are committed to accessibility, fairness, and inclusivity, fostering a community of like-minded individuals who value ethical gaming practices and prioritize our players' safety and enjoyment above everything else.

Our Values:

• We are honest - we value honesty in all aspects.
• Bring the Olives - we offer premium customer experience.
• Think Big - we believe in always striving for more.

Your background:

• Prior experience in Quality Assurance 
• Experience in the iGaming industry (casino, sportsbook, betting, or similar) is highly preferred.
• Exceptional communication and interpersonal skills, with the ability to deliver constructive feedback effectively.
• Strong analytical mindset, with the ability to evaluate interactions critically and identify areas for improvement.
• Quick learner who can understand and apply evolving policies, processes, and customer engagement strategies.
• Fluency in English (additional languages are a plus).
• Experience with QA tools and reporting systems (e.g., EvaluAgent, Playvox, or similar platforms) is preferred but not required.

In this role you will be: 

• Conducting evaluations of customer interactions (chat, emails) based on established QA criteria.
• Providing transparent, constructive, and data-driven feedback to agents to enhance communication, soft skills, and process adherence.
• Monitoring and analyzing quality trends, identifying patterns in agent performance, and offering targeted coaching recommendations.
• Collaborating with team leads and training specialists to align QA insights with coaching and development initiatives.
• Tracking and reporting QA metrics, highlighting opportunities for improvement, and ensuring transparency in performance trends.
• Advocating for the customer by ensuring interactions are engaging, player-friendly, and aligned with the brand’s tone and values

What we offer: 

• Competitive salary
• Premium Health insurance
• Career and skills development opportunities
• Fun and collaborative team environment
• New modern office space