QA & Customer Support Performance Coach

Overview & Purpose: 

QA & Customer Support Performance Coach to elevate service quality & player experience in the fast-paced iGaming industry. Focusing on monitoring agent/host performance, reviewing escalations, & delivering coaching to drive KPI achievement, compliance, & continuous improvement. Working with the team & leadership, the Coach implements structured QA processes & feedback strategies to align with business goals. The role may also involve handling player interactions when needed.

Key Responsibilities: 

Quality Assurance 

• Conduct structured QA reviews of customer interactions (chat & email), focusing on process, tone, accuracy, compliance, and resolution quality  

• Evaluate agent/host performance against defined KPIs such as CSAT, FCR, resolution time, & adherence  

• Perform escalation reviews to assess handling quality, root cause, & resolution effectiveness  

• Maintain QA scorecards and ensure consistency in scoring across agents & reviewers  

• Participate in calibration sessions to align QA standards across reviewers & ensure fairness & consistency 

 Performance Coaching  

• Deliver regular 1:1 coaching sessions based on QA findings & performance metrics  

• Track the number of coaching sessions per agent & monitor progress over time  

• Identify skill gaps and behavioural trends through data analysis & feedback  

• Support onboarding & continuous learning through tailored coaching plans  

• Collaborate with Team Leads to align coaching with operational goals & agent development paths  

• Escalate cases of non-improvement after three consecutive coaching sessions without measurable progress in QA scores or KPI metrics  

• Document coaching history & escalation rationale clearly for leadership review  

• Recommend & manage additional training, shadowing, or performance improvement plans (PIPs) for escalated cases  

 Reporting & Insights  

• Maintain a centralized coaching tracker with session counts, outcomes, & escalation status per agent  

• Create a monthly Insights Report including:  

• Summary of Findings  

• Trends & Patterns  

• Coaching Impact  

• Escalation Analysis  

• Recommendations 
  
   

• Provide weekly QA & coaching reports to leadership, highlighting trends, risks & opportunities  

• Analyze QA scores, escalation patterns, & KPI performance to identify systemic issues or training gaps  

• Present monthly insights on agent development, team-wide quality trends, & coaching effectiveness  

• Collaborate with data & operations teams to align QA metrics with business performance goals  

• Contribute to quarterly reviews and strategic planning with actionable insights from QA and coaching data  

• Develop training modules, processes and clear documentation to be used as training material for new joiners as well as refresher training  

Key Deliverables & KPIs Link

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties to achieve business objectives. 

 Essential Criteria: 

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  • Minimum 4 years of experience in iGaming QA or coaching roles  
  
  
  
  
  
  
  • Understanding of customer support KPIs and regulatory compliance  
  
  
  
  
  
  
  • Proven experience conducting QA reviews and performance coaching  
  
  
  
  
  
  
  • Proficiency in QA tools (e.g.,WatchTower) & support platforms (e.g., EdgeTier)  
  
  
  
  
  
  
  
  
  • Ability to work independently and collaborate cross-functionally  
  
  
  
  
  
  
  • High attention to detail  
  
  
  
  
  
  
  • Ability to work shifts, weekends, and holidays as
     
  
  
  
  
  

 Person Specification: 

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  • Target driven individual   
  
  
  
  
  
  
  
  
  • Effective communication skills are a prerequisite for the role, both written and verbal   
  
  
  
  
  
  
  • Decision-making ability   
  
  
  
  
  
  
  • Ability to thrive in a fast-paced environment and value attention to detail
     
  
  
  
  
  
  
  
  
  • Candidates have a level of understanding people maintaining a positive, empathetic attitude toward players and team members
     
  
  
  
  
  
  
  • Change management: Ability to deal with high levels of change and continuing to stay motivated, focused and results driven
     
  
  
  
  
  

Reporting and interaction: 

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  • Managerially Accountable to: HOD & Customer Service Team Leads    
  
  
  
  
  
  
  • CRM    
  
  
  
  
  
  
  • Fraud & Risk   
  
  
  
  
  
  
  • PST