Quality Assurance Analyst
South West Water
Junior Manager – Customer Service and Operations Process Optimisation
Bullfinch
full-time
Posted on:
Origin: • 🇲🇹 Malta
Visit company websiteJob Level
Junior
About the role
- Be the catalyst for transforming Customer Service and Operations processes to ensure smooth, secure, and memorable player interactions while empowering teams to work at their best.
- Identify bottlenecks and transform complex workflows into streamlined, automated systems that boost efficiency and customer satisfaction.
- Create clear, living documentation that evolves with processes to ensure every team member can execute flawlessly.
- Partner with Training, QA, Fraud, and Payments teams to embed improvements seamlessly into daily operations.
- Map player journeys to uncover friction points and design solutions that balance security with exceptional user experience.
- Apply fraud and payments knowledge to implement improvements that protect the business while removing unnecessary barriers.
- Ensure all operational enhancements drive broader business objectives and create meaningful impact.
Requirements
- Experience in customer service or operations within social gaming, sweepstakes, or iGaming environments
- Understanding of support workflows, fraud detection, payment processing, and risk management systems
- Natural curiosity for process improvement with strong analytical skills and attention to detail
- Ability to explain complex processes clearly to diverse teams and stakeholders
- Proactive approach to identifying opportunities and driving projects through to completion
- Thrives in dynamic environments with genuine enthusiasm for continuous learning
