Customer Service Specialist - Quality & Content (m/f/x)

Employment: Full-time Experience level: Mid-Senior Level Job Description As a  Customer Service Specialist - Quality & Content (m/f/x) , you’ll turn customer insights into meaningful improvements that enhance service quality and consistency. You’ll analyze customer interactions, create clear and effective content, and take ownership of quality initiatives to strengthen the standards and guidance that support our Customer Service teams. Working closely with CS Management, Team Leads, and Specialists across Customer Operations, you’ll help ensure consistent, high-quality customer experiences. If you’re passionate about quality, content, and making every customer interaction count, this is your pitch. Your Playing Field Drive Customer Service quality. Review and analyze customer interactions, identify quality gaps and turn insights into clear, practical improvements for our CS teams. Own quality standards. Help develop, maintain and continuously improve quality guidelines, evaluation criteria and best practices to ensure a consistent customer experience. Turn insights into action. Use quality results, customer feedback and operational data to identify trends, recurring issues and opportunities for improvement. Create content that works. Develop and maintain customer-facing templates, internal guidelines, knowledge articles and operational content that is clear, accurate and easy to use. Keep content up to date. Regularly review existing CS content and ensure changes in processes, products or requirements are reflected across relevant materials. Stakeholder Collaboration. Work closely with Specialists and subject matter experts across Customer Operations to ensure learning content is accurate, relevant and up to date. Support continuous improvement. Work closely with CS Management, Team Leads and specialists to translate quality findings into coaching opportunities, process improvements and better customer experiences. Drive quality & content initiatives. Take ownership of improvement projects from identifying the need and aligning stakeholders through implementation and follow-up. Be the connection point. Collaborate across Customer Operations and relevant stakeholder teams to ensure quality standards, processes and content stay aligned. Qualifications Experience. You bring relevant experience in Customer Service, Quality Assurance, Content Management or a similar role, ideally within the iGaming industry. Quality Management. You have a strong eye for quality and detail and know how to analyze customer interactions, identify improvement opportunities and translate insights into practical actions. Content & Communication. You have experience creating and maintaining clear, accurate and customer-focused guidelines, templates, knowledge articles and other operational content. Language skills. English is the official language in our Malta office, therefore fluent English language skills are essential. As the #1 sports betting provider in Germany, native-level German language skills are equally important. Analytical Skills. You are comfortable working with quality results, customer interaction insights and operational data to identify trends, gaps and opportunities for improvement. Organization & Ownership. You can manage multiple quality and content activities and projects, coordinate stakeholders and take ownership from identifying improvement opportunities through implementation. Self-driven. You proactively identify quality and content gaps and are motivated to turn them into practical solutions. Value work relationships. You enjoy collaborating with others, sharing insights and working together to continuously improve our customer experience. Flexibility. Willingness to work a 5-out-of-7-day roster, including weekends and shifting schedules. Additional Information What we offer: Established International Group.   We have a solid foundation on which to grow. Personal and Professional Growth.   We offer you opportunities to develop and grow to unlock your potential. Relocation Support.   To make your move to Malta as smooth as possible. Competitive Package.   We care for our employees, offering an indefinite  contract, competitive salary, insurance (private health, dental, private accident, sickness and life), and free parking. On-site childcare.   We’ve got a game plan to support you and your 3+ year old kids. Sports Incentive.   We want you to remain active and will subsidize a gym membership of your choice. Modern offices.   Our very own Tipico tower provides an open-plan space with the latest technology. Events.   Sponsored Charity and Team gatherings, we like to have fun together as one team and reinforce our connections. Supportive Environment.   We believe in collaboration and working together  as a team but we also give importance to the uniqueness of each and every one of us. Think a career at Tipico is right for you? Apply now and join our dynamic team. If you have any questions or comments about this role, our Talent Acquisition team is happy to help you! Feel free to reach out to us on our social media channels. We look forward to your application! Company Description We are Tipico, Germany’s leading sports betting provider and one of the most dynamic tech companies in the industry, part of Banijay Gaming - a European champion in sports betting and online gaming. We approach every challenge like a Championship match, with a mission to excite the arena and elevate the betting experience for every customer. Our culture is energetic and ambitious- we play as a team to win high, leave an impact, and commit to excellence. Fueled by our passion for the perfect product, we use the newest tech stack to get better every single day. At Tipico, we believe in owning our game. Are you ready to step onto the pitch, bring your best self, and become a champion? Then show us your game face – because we're looking for a Customer Service Specialist - Quality & Content (m/f/x)   to join the team!