The Rank Group has been entertaining Britain since 1937, from its origins in motion pictures to today's gaming-based venues and digital entertainment brands. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino.

The position advertised sits in Rank Interactive, a leading international digital gaming company, underpinned by superior talent and technology.

We operate a multi-branded strategy, using a combination of proprietary and licensed software to provide online bingo and slot gaming and a social gaming mobile application. Every day, millions of people worldwide enjoy our products on their mobiles, tablets and desktops.

We bring people and entertainment together, delivering stimulating and entertaining experiences through diverse digital channels from our offices in Gibraltar, London, Maidenhead, Mauritius, Sheffield, South Africa and Israel. With a team of over 600 worldwide, we empower our colleagues to work at the peak of their strengths and passions by providing innovative and collaborative working environments that attract, retain and engage high-performing talent.

Rank Interactive are on a mission to create the leading UK multi-channel brands in the Bingo and Casino industry. We are passionate about our brands, products and players, we strive to deliver new and innovative products, campaigns and features that excite and entertain our players.

To provide quality assurance across all channels, documenting, and analysing findings, with sufficiently detailed feedback and clear justification for scoring.

To compile and communicate performance to the wider business, identifying areas of concern along with proposed solutions.

To effectively collaborate with colleagues to ensure tasks are completed to timescales and team goals are met.

To work with Team Managers to determine the development needs of agents, before scheduling and conducting coaching sessions to address them.

To provide an exceptional level of customer care and quality, empowering front-line staff and contributing to a Contact Centre of excellence.

Main Accountabilities and Responsibilities

• Quality monitor calls, live chats, emails, and social media posts
• Manage and maintain standards of contact quality to ensure targets are met across all channels of the contact centre
• Ensure accurate records of quality monitoring are undertaken through effective use of internal systems, adhering to procedure and quality standards
• Deliver QA documentation weekly for each channel
• Contribute to a continual enhancement of customer service, by providing root cause analysis and making recommendations on how to improve procedures and policies for the business
• Demonstrate a high level of competency with regard to the Contact Centre systems, company policies and procedures
• Make recommendations to the Leadership Team and present findings from quality observations
• Make recommendations to team managers regarding performance development and additional support for agents

• Previous experience working in a quality assurance role or similar within a customer service environment
• Experience in working within a digital or cross-channel business
• Excellent communication and conversational skills with an enthusiastic and friendly approach. Capable of delivering a clear message and confident communicating effectively with all levels of professionals both internally and externally
• Good written skills to provide clear and concise written feedback
• Outgoing, friendly and energetic, with a positive attitude/approachable manner and totally customer focused
• A passionate and motivated team player, you enjoy a dynamic and diverse working environment
• Actively contributes to team success by consistently meeting and exceeding targets, supporting and encouraging peers in doing so as well
• Innovates and looks for opportunities to improve customer experience and maintains high quality in all interactions with customers
• Excellent IT skills, ability/capability to use multiple customer contact systems and good proficiency with Microsoft office
• GDPR conscious
• Previous experience using Salesforce is desirable but not essential

If you’d be interested in joining the Rank family, please get in touch and we can talk through the options available to you. 

To find out more information, follow us over on LinkedIn!

Rank Group & Rank Interactive