Quality Assurance Manager

About the role

Rank Interactive is seeking a Quality Assurance Manager to own and evolve the quality standards across its operational units, including Player Protection, Fraud & Payments, Customer Services, Digital Operations and High‑Value Rewards. You will translate regulatory, commercial and customer expectations into measurable standards and act as the early‑warning system for risk.

Key responsibilities

• Define, document and maintain quality standards for interactions and case handling, ensuring compliance with Safer Gambling, AML and vulnerability requirements.
• Build and sustain an end‑to‑end QA framework covering scorecards, sampling methodology, weighting, scoring guidance and governance.
• Design and evolve assessment methodology, incorporating risk‑based sampling, auto‑fail criteria and integration of speech/text analytics and AI‑assisted scoring.
• Lead calibration forums, set cadence, chair sessions, manage samples and track inter‑rater reliability.
• Partner with Training, Workforce Management and Data & Insight to turn QA insights into actionable improvements.

Required profile

• Proven experience in quality assurance within contact‑center or regulated environments.
• Strong understanding of regulatory obligations such as Safer Gambling and AML.
• Ability to translate business and compliance goals into practical quality metrics.
• Excellent stakeholder management and communication skills.

Required skills

• Speech analytics
• Text analytics
• AI‑assisted scoring

What we offer

• Opportunity to shape quality standards for a leading global digital gaming company.
• Collaborative, high‑performing and inclusive culture.
• Access to cutting‑edge technologies and data‑driven insights.