Verification Coach

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who We Are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Who We’re Looking For

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

The Coach's objective in the Verification Department is to uphold prescribed quality standards in the Risk environment by means of evaluation, coaching and training. This position involves collaborating with the training team to guide new members and enhance their skills from novice to advanced levels while working closely with the Verification specialists to create effective developmental strategies. You will be required to work within general methods and procedures and exercise independent judgment to adapt and apply the guidelines to specific situations.

What You’ll Be Doing

As part of your role, your responsibilities will include:

New starters

• Digesting handovers received from the training team on each new starter to ensure that the level of understanding, through proficiency reporting, meets the agreed standard that warrants the advancement from training into the live environment.
• Transitioning new starters from the training environment into the live environment.
• Working closely with the new starters during this transition phase to identify any concerns and to report these back to training, Leads and Service Manager and to remedy such concerns.
• Develop new starter’s skills from beginner to advance levels.
• Record and report on the agent’s progress to the leads and Service manager throughout the ‘probation’ period.
• Identify and communicate improvements required to the training programme.
• Recommending new or improved processes or systems to enhance the efficiency of verification.
  
  

Live coaching and QA

• Live Coaching on a constant basis through proactive engagement with agents focusing on improving efficiency and quality.
• Capturing and reporting on findings identified through Live Coaching.
• Providing feedback and upskilling from Live Coaching observations.
• Actively perform QA in line with the KPI per team members allocated.
• Track trends based on reporting.
• Addressing QA concerns with agents as soon as possible.
  
  

Agent development and Upskilling

• Utilisation of findings from live coaching and QA trends to identify topics that need to be covered on an individual, team or department level.
• Formulate performance improvement action plans, adressing problem areas highlighted while also recognising good work.
• Monitor and track improvement.
  
  

Essential Skills Sessions

• Utilize findings from live coaching and QA trends to identify topics that need to be covered.
• Creation, scheduling, and execution of these sessions
• These sessions address how we improve our service level skills with our “customers” (internal and external)
  
  

Wat sessions

• Utilize findings from live coaching and QA trends to identify topics that need to be covered for upskilling
• Creation, scheduling, and execution of these sessions
• These sessions focus on technical training and need to be bite size sessions
• Create and circulate tests or surveys to do consistent knowledge checks and benchmark the success of sessions in line with our proficiency model.
  
  

Information dissemination & training

• Ensure that information, both new processes and updates to processes are shared with all relative persons in the Risk and fraud Department, not limited to Verification department.
• Test understanding of information disseminated.
• Compile communication of information shared for all parties in the Risk & Fraud Department as well as the Customer Service Centre where necessary.
• Identify training requirements from identified trends.
• Document attendance and success of coaching for reporting.
• Keep concise records of QA Feedback, Live Coaching, WAT Sessions, Information shared with all parties and accompany these with test results to confirm understanding.
• Identify case-studies for training purposes.
• Ensuring that our Process & Policy Documents are kept up to date and intact with all new information / updates and is readily available for our agents to refer to.
• Ensuring that the Training Department is covered with regards to sharing of information relative to recent updates and roll-outs and that they too are tested for understanding post the sharing of information.
• Provide monthly QA reporting to the Team Leads & Service Manager.
  
  

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential Skills You’ll Bring To The Table

The necessary skills that we require for this role include:

• Minimum 24 months experience within Risk/AML/Compliance.
• Minimum 12 months experience in Coaching/Training/Lead Role
• Relevant Diploma/Degree and/or work experience in a related field within Risk/AML/Compliance
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Demonstrate consistent behaviour aligned to the organisation performance proposals
• Available to work in a 24/7 shift environment
  
  

Desirable Skills You’ve Got Up Your Sleeve

It would be great if you also have some of the following skills:

• Knowledge of KYC and AML policy & procedures
• Previous coaching / teaching exposure
• Knowledge and understanding of Risk systems & technology
• Knowledge & experience with Excel spreadsheets, as well as generating & compiling reports
• Knowledge & experience with PowerPoint and the creation of interactive presentations
  
  

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These Competencies Are

• Adaptability
• Attention to detail
• Organisation and planning
• Strong decision making
• Team orientation
• Problem solving abilities
• Initiative
  
  

What You’ll Get Back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Competitive Remuneration
• Subsidised Medical Aid or GAP Cover
• Insurance Benefits (including Group Life and Income Continuation Benefit)
• Funeral Fund & Funeral Fund Top Up
• Subsidised Retirement Annuities
• Employee Incentive Plans
• Free Daily Meal
• Free Massages On-site
• Free On-Site Gym
• Financial Services Assistance
• Employee Assistance Programme
• Curro School Fees Benefit
• Leadership Training
• Referral Bonus
• Free Sleep Coaching
• On-site Barista
• Work from home allowance
  
  

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 20 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on!

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.
  
  

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!