RG Quality Assurance Specialist - NL

The Role:

The RG Quality Assurance Specialist will assist the RG Quality Assurance Manager conducting the quality of the RG program specifically for the Dutch market. The specialist will be conducting quality checks ensuring our internal processes and customer RG interactions comply with company policies and regulatory standards applicable in the Netherlands.

They will assist in the optimization of the overall customer RG journey including the de-risking processes, ensuring RG procedures are consistently applied and areas for improvement identified and addressed.

Working collaboratively with Compliance, Product, Data Analytics, Player Risk, and RG Governance, this role will be central in fulfilling our Duty of Care commitments by ensuring our RG program meets the highest standards of player protection and regulatory compliance.

This role includes the support in delivering of RG training that is tailored to the needs of the Dutch market.

Key Responsibilities/Tasks:

• Customer RG Interaction Reviews: Assess general RG interactions between customer-facing staff and players in the Dutch market, including the de-risking RG journey, to ensure adherence to RG protocols, accurate intervention and communication, optimizing the overall customer experience.

• Reviewing and Evaluation: Conduct regular case reviews to evaluate the RG program to ensure compliance, assess adherence to responsible gambling protocols and identify potential risks.

• Reporting and Documentation: Report and provide recommendations for process optimization and enhanced player protection on areas where RG adherence may need improvement and assist in the implementation of corrective actions. Maintain accurate records of quality assurance activities and assessments, producing detailed reports for management and regulatory reviews.

• Training and Development: Support training programs and initiatives specific for the Dutch market, to ensure all employees understand and adhere to RG policies. This includes addressing exceptions identified through the QA work directly with relevant teams, providing them with expert guidance and general best practice.

• Collaborate with internal teams; Work closely with internal stakeholders such as RG Governance Officers, Customer Service Operations, Player Risk and Compliance with the ability to reflect to rapid markets shifts and requirements.

• Support RG Governance; Assist with general ad-hoc duties related to RG initiatives as needed, ensuring alignment with local regulations and standards.

Experience & Strengths

• Experience:

• Genuine interest and passion, as well as previous experience in the field of RG, its regulations and monitoring systems.

• Skills:

• Native Dutch language skills are required.

• Strong attention to detail and analytical skills.

• Tech-savvy with good technological literacy.

• Ability to prioritize tasks and work in a fast-paced environment both independently and collaboratively with cross-functional teams.

• Understanding of RG practices and regulatory frameworks to to help identify gaps in processes and risk mitigation.

• Good organizational skills coupled with a structured, methodical, and diligent work ethic.

This position offers a unique opportunity to help shape and maintain responsible gambling standards in a dynamic and rapidly evolving industry.

If you are passionate about player protection and quality assurance, we encourage you to apply.