Customer Operations Excellence Manager F/M

Join Betclic, a leading European sports betting company, as a Customer Operations Excellence Manager. In this role, you will lead the Quality and Training functions across Customer Operations, ensuring high standards and exceptional customer experiences. You will own the Customer Operations quality and capability framework, analyze customer interactions, and deliver actionable insights. The position offers a hybrid work arrangement from Malta, a relocation package, and various benefits.

• Lead, coach and develop the Quality and Training teams, fostering a culture of accountability, collaboration, learning and continuous improvement.
• Own and continuously evolve the Customer Operations Quality Assurance framework, ensuring evaluation standards remain aligned with business objectives, customer expectations and regulatory requirements.
• Define, maintain and monitor quality standards, scorecards, KPIs, calibration routines and governance processes across Customer Operations.