Operations Content & QA Specialist – Payments/Risk

Silverspin

Content & QA Specialist improving content quality and AI performance in Payments and Risk. Partnering with multiple teams to enhance customer support and operational workflows.

Posted 7/6/2026full-timeMalta • 🇲🇹 MaltaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as the dedicated Content & QA owner for an assigned operational area (e.g. Sportsbook, Payments, Casino).
Develop deep subject matter expertise within the assigned function.
Act as the primary point of contact for support intelligence initiatives related to the designated area.
Partner with Product, Operations, Compliance, and Customer Support teams to ensure content and support experiences remain aligned with business requirements.
Monitor AI chatbot performance within the assigned category.
Identify knowledge gaps, inaccurate responses, escalation drivers, and containment opportunities.
Review chatbot conversations and customer journeys to improve response quality and customer outcomes.
Work with the Support Intelligence team to implement AI improvements and automation opportunities.
Validate chatbot content and behavior following product changes, promotions, launches, and operational updates.
Conduct regular quality reviews of customer interactions.
Evaluate quality, accuracy, compliance, and customer experience against established standards.
Identify recurring customer pain points and operational issues.
Provide recommendations and feedback to improve processes, content, and customer journey.
Maintain and continuously improve help center and internal knowledge content relating to the assigned area.
Ensure all content is accurate, consistent, compliant, easy to find and readable for AI.
Create and update knowledge articles based on product updates, operational changes, QA findings, and support trends.
Support the launch of new brands, products, features, and market-specific content requirements.
Identify opportunities to automate repetitive support processes and workflows.
Support the development and optimization of automated customer journeys.
Review workflow effectiveness and recommend enhancements to improve efficiency and customer outcomes.
Collaborate with stakeholders to reduce manual effort through automation.
Monitor and analyze key metrics within the assigned area.
Produce regular insights and recommendations for stakeholders.
Identify emerging trends and opportunities to improve customer experience and operational performance.

Requirements

What you’ll need

Experience in Payments, Risk, Verification (KYC), AML is preferable.
Strong stakeholder management and organizational skills.
Strong problem-solving skills with a focus on continuous improvement and customer experience optimization.
Customer-centric, with a passion for improving customer experiences and reducing customer effort.
Excellent written and verbal communication skills with the ability to simplify complex information.
Collaborative team player who builds effective relationships across departments.
Adaptable and comfortable working in a fast-paced, evolving environment.
Accountable, organized, and able to manage multiple priorities effectively.
Experience within online gaming, sportsbook, casino, payments, fintech, or regulated customer service environments.
Familiarity with AI chatbots, conversational AI, or automation platforms.
Experience with QA frameworks and performance reporting.
Knowledge of customer experience and self-service best practices.

Benefits

Comp & perks

Competitive salary and benefits
Opportunities to learn, grow, and develop
A creative, collaborative team environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Content ManagementQuality AssurancePerformance ReportingCustomer Experience OptimizationAutomation Implementation

Soft Skills

Strong Communication SkillsOrganizational SkillsCollaborative Team PlayerAdaptabilityAccountability