PWD Exclusive Responsible Gaming Support Analyst
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Lets start with the role
The Responsible Gaming Analyst will support the implementation monitoring and continuous improvement of Responsible Gaming (RG) processes ensuring customer safety regulatory compliance and alignment with Betanos RG standards.
This role will act as an operational and analytical function reviewing RG-related cases monitoring customer behavior signals supporting escalations and collaborating with cross-functional teams such as Customer Support Compliance Risk Product and external vendors. The analyst will play a key role in identifying potential gambling harm risks and ensuring timely consistent and appropriate actions are taken.
- RG Case Analysis & Decision-Making: Analyze customer behavior and communications to identify potential gambling harm and apply appropriate RG actions. Review and analyze RG-related customer cases flagged by monitoring tools internal teams or vendors.
- Assess risk levels based on customer behavior communication patterns and defined RG frameworks.
- Apply RG measures in line with policies (e.g. limits self-exclusion support).
- Escalation & Risk Management: Escalate sensitive or high-risk cases accurately and in a timely manner ensuring customer safety and regulatory compliance. Handle high-risk or complex cases according to defined escalation procedures..
- Operational Excellence & Quality: Ensure consistency accurate documentation SLA adherence and contribution to process improvements. Document decisions clearly and accurately in internal systems.
- Monitor queues SLAs and quality standards.
- Participate in calibrations audits and continuous improvement discussions.
- Collaborate with Customer Support Compliance and external partners.
What you will bring
- Experience: 24 years in back-office operations or Level 1 roles
- Bachelors degree in Psychology Social Sciences Law Business Administration Data Analysis or related fields
- English level: Advanced (reading writing and speaking) mandatory
- Preferred industries: iGaming betting online gaming fintech pharmaceuticals or other regulated digital industries. Alternative acceptable industries: customer safety trust & safety compliance risk or fraud operations
- Strong analytical and critical thinking skills
- Ability to assess sensitive situations objectively and calmly
- Experience working with case management tools or CRMs
- High attention to detail and strong documentation quality
- Ability to follow policies and structured decision-making frameworks
- Comfort working with sensitive emotionally charged content
- Nice to have: Knowledge of Responsible Gaming concepts and regulations; Data analysis skills (basic reporting trend analysis); Familiarity with regulatory environments (Brazil or international)
Kaizen Gaming Perks
- Hybrid way of working - 3 office x 2 home
- Competitive pay and bonus scheme
- Life Insurance
- Private health and dental insurance for you and your family
- Multi sports card
- Monthly Meal Allowance
- Commuting Allowance
- Family Support
- Zenklub
- Developmental 360 feedback framework
- Unlimited access to Udemy & continuous training
- A buddy will support you with your onboarding
- #LI-Hybrid
- #LI-NK1
Required Experience:
IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
Welcome to Kaizen Gaming, the leading GameTech company in Greece and one of the fastest-growing in Europe. Check out our History, Brands, and Open Positions.
