Quality Team Lead
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About the Role
If youre passionate about lifting capability improving customer experiences and getting the best out of people this role puts you right at the heart of how we deliver quality at Sportsbet.
If youre passionate about lifting capability improving customer experiences and getting the best out of people this role puts you right at the heart of how we deliver quality at Sportsbet.
As our Quality Team Lead youll drive the execution and continuous improvement of our Quality of Service (QoS) framework across Customer Service Premium Safer Gambling and more. From coaching and calibration to insights reporting governance and stakeholder engagement this is a role where your influence directly shapes how we support our customers every day.
Youll join a collaborative highperforming Learning & Quality team who champion consistency compliance excellence and a customerfirst mindset.
What Youll Do
- Lead Quality of Service Programs: Own all daily weekly and monthly QoS processes across CS PB Premium SG and other centres. Ensure accurate QoS completion tracking targets and managing cadence across multiple teams. Review and monitor Autofails markdowns and compliance errors.
- Deliver Reporting & Insights: Produce the monthly EndofMonth Quality Report including performance summaries autofail trends and centrelevel insights. Prepare stakeholder updates and adhoc reporting for L&Q leadership and operational partners. Turn data into actionable insights that highlight risks improvements and coaching opportunities.
- Own Maestro QA System Operations: Maintain monthly rubric timelines across all programs. Manage user access activating new starters offboarding leavers. Support Advisors with reporting troubleshooting and system maintenance.
- Coach and Build Capability: Support and mentor your QoS Support team. Coach on rubric interpretation report writing insights communication and trend identification. Lead calibration sessions with CSMs and Advisors to ensure scoring consistency.
- Engage Stakeholders & Influence Outcomes: Build strong partnerships with Customer Service Leaders Premium Safer Gambling Compliance BPs and CRT. Present insights risks and recommendations in standups performance meetings Ops GTM and monthly deep dives.
- Champion Governance & Compliance: Ensure all interaction reviews meet regulatory and internal standards. Escalate trends or breaches to Customer Integrity or Safer Gambling. Keep quality process documentation accurate and up to date.
- Partner with Learning & Development: Collaborate with Instructional Designers and Learning Partners on content updates and training needs. Provide feedback on training effectiveness using QA insights.
Who Were Looking For
Youre someone who loves structure thrives on detail and brings a calm thoughtful leadership presence. You can move confidently between data coaching systems stakeholders and strategic thinking without losing sight of the customer.
You might be a great fit if you:
- Have a customerfirst mindset and strong problemsolving skills.
- Bring high attention to detail and a passion for getting things right.
- Communicate insights clearly and can influence across teams.
- Are confident working with reporting data and operational insights.
- Know your way around Maestro QA Zendesk and internal Sportsbet processes.
- Have an interest in AI/LLMs and how they can enhance quality and learning.
Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
Sportsbet’s vision is clear: we want to become a world class betting & gaming business that’s trusted by our customers, colleagues and partners. We’re also here to make this the most exciting place you’ll ever work!
