Position Overview

The Content & QA Specialist is responsible for the quality, accuracy, and continuous improvement of customer support content, AI chatbot performance, and operational workflows within a designated business area (Sportsbook, Sportsbook Promotions etc).

The role acts as the subject matter expert for their operational vertical, ensuring customers and agents receive accurate information through self-service channels, AI-powered support, and assisted support interactions. The specialist will leverage QA insights, customer feedback, operational trends, and AI performance data to drive continuous improvement and reduce customer effort

Key Responsibilities

• Serve as the dedicated Content & QA owner for our Sportsbook area

• Develop deep subject matter expertise within the assigned function.

• Act as the primary point of contact for support intelligence initiatives related to the designated area.

• Partner with Product, Operations, Compliance, and Customer Support teams to ensure content and support experiences remain aligned with business requirements.

• Monitor AI chatbot performance within the assigned category.

• Identify knowledge gaps, inaccurate responses, escalation drivers, and containment opportunities.

• Review chatbot conversations and customer journeys to improve response quality and customer outcomes.

• Work with the Support Intelligence team to implement AI improvements and automation opportunities.

• Validate chatbot content and behavior following product changes, promotions, launches, and operational updates.

• Conduct regular quality reviews of customer interactions

• Evaluate quality, accuracy, compliance, and customer experience against established standards.

• Identify recurring customer pain points and operational issues.

• Provide recommendations and feedback to improve processes, content, and customer journey

• Maintain and continuously improve help center and internal knowledge content relating to the assigned area.

• Ensure all content is accurate, consistent, compliant, easy to find and readable for AI.

• Create and update knowledge articles based on product updates, operational changes, QA findings, and support trends.

• Support the launch of new brands, products, features, and market-specific content requirements.

• Identify opportunities to automate repetitive support processes and workflows.

• Support the development and optimization of automated customer journeys.

• Review workflow effectiveness and recommend enhancements to improve efficiency and customer outcomes.

• Collaborate with stakeholders to reduce manual effort through automation

• Monitor and analyze key metrics within the assigned area

• Produce regular insights and recommendations for stakeholders.

• Identify emerging trends and opportunities to improve customer experience and operational performance.

Requirements

• Experience in Sportsbook, Sportsbook promotions, Sports betting is preferable

• Experience in customer support, quality assurance, knowledge management, or operational improvement.

• Excellent written communication and content creation skills.

• Experience working with knowledge bases, help centers, or customer-facing content

• Ability to analyze customer interactions and identify improvement opportunities.

• Familiarity with AI chatbots, conversational AI, or automation platforms.

• Experience with QA frameworks and performance reporting.

• Knowledge of customer experience and self-service best practices

• Strong stakeholder management and organizational skills.

• Strong problem-solving skills with a focus on continuous improvement and customer experience optimization.

• Customer-centric, with a passion for improving customer experiences and reducing customer effort.

• Excellent written and verbal communication skills with the ability to simplify complex information.

• Collaborative team player who builds effective relationships across departments.

• Adaptable and comfortable working in a fast-paced, evolving environment.

• Accountable, organized, and able to manage multiple priorities effectively

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success.

Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand.

We offer:

• Competitive salary and benefits

• Opportunities to learn, grow, and develop

• A creative, collaborative team environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.