Quality Assurance Specialist – Risk, Payments, and Fraud

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

We are seeking a Quality Assurance Specialist- Risk, Payments, and Fraud (RPF) to ensure the highest standards of quality across our RPF operations. The primary focus of this role is to conduct quality checks on RPF processes and interactions, ensuring that all procedures, investigations, and resolutions meet company standards and regulatory requirements while protecting both the business and its customers. The specialist will also maintain and update training materials, procedures, and knowledge bases to ensure ongoing improvement and consistency within the RPF team. 

In addition to quality assurance, the role involves leading the onboarding and ongoing training of new and existing RPF team members, conducting regular training refreshers as needed. This includes ensuring that all team members are equipped with the right tools, knowledge, and compliance awareness to perform effectively.

Finally, the specialist will analyze a variety of performance and compliance reports, including case outcomes, risk categories, and KPIs, to identify trends, gaps, and actionable insights to strengthen fraud prevention, payment accuracy, and risk management.

Key Responsibilities:

• Quality Assurance: Conduct regular quality checks on RPF cases and processes to ensure all investigations, decisions, and resolutions adhere to company standards, compliance requirements, and best practices.
• Training & Onboarding: Lead the onboarding process for new RPF team members, ensuring they are fully equipped with the necessary knowledge, tools, and compliance guidelines. Deliver ongoing training and refresher sessions to maintain high performance standards.
• Training Materials & Knowledge Base: Maintain and update training materials, process documentation, and RPF knowledge base to ensure accuracy, relevance, and alignment with regulatory and company standards.
• Reporting & Compliance Monitoring: Analyze case outcomes, categorize findings, and generate reports to track trends, highlight areas for improvement, and identify emerging risks. Review key KPIs to assess team performance and compliance, providing insights to team leaders for continuous improvement.
• Collaboration with Team Leaders: Work closely with RPF leadership to review performance reports, assess KPIs, and provide constructive feedback to strengthen fraud detection, payment accuracy, and overall risk management.
• Responsible Gaming: Monitor and assess customer gaming behaviour to ensure compliance with Responsible Gaming and legal standards, working closely with the Customer Service team.

Requirements:

• Proven experience in a quality assurance role within RPF, or a related compliance environment.
• Strong analytical skills, with the ability to assess data, detect patterns, and derive actionable insights for process improvement.
• Excellent communication skills, capable of providing clear, constructive feedback and collaborating effectively with colleagues and leaders.
• Ability to deliver impactful training sessions and maintain up-to-date training and compliance materials.
• Proficiency in PowerPoint for creating and delivering presentations related to training, performance reviews, and reporting.
• High attention to detail, with the ability to identify process gaps, compliance risks, and recommend improvements.
• Strong organizational skills and the ability to manage multiple priorities in a high-stakes, fast-paced environment.
• Solid knowledge of Responsible Gaming regulations and strong attention to detail when performing age, affordability, and limitation checks.

This role offers an exciting opportunity to drive quality improvement in our RPF operations while contributing to the ongoing protection of the business and enhancement of the customer experience.

What we Offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Dog friendly workplace
• Exciting Company Events
• Monthly beer Fridays
• Refer a friend bonus

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can`t handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.