Quality Assurance Manager to join a growing gaming company based in Gibraltar. The Quality Assurance (“QA”) and Training Manager will also serve as the Company’s Money Laundering Reporting Officer (“MLRO”). This dual-role position is critical to maintaining the company’s high standards in customer service, compliance, and risk management.
As the Quality Assurance Manager you will lead the Quality Assurance and Training team, ensuring consistent delivery of high-quality service across the AML, Safer Gambling, and Customer Service functions,oversee and enhance the company’s Anti-Money Laundering (“AML”) framework, ensuring compliance with regulatory obligations and industry best practices, and act as the Company’s MLRO, responsible for the detection and reporting of suspicious activity and maintaining a strong AML culture.
What’s on offer to you?
- Competitive salary
- CPD and training budget to maintain AML certifications
- Opportunity to lead and shape AML and Safer Gambling culture in a progressive company
- The role of MLRO requires a United Kingdom Gambling Commission – Personal Management Licence (“PML”). The Company will support the application for the PML for the successful candidate if they do not already hold a PML
What You Will Be Doing
Quality Assurance and Training Management
- Lead and manage a team of three responsible for QA reviews and training across AML, Safer Gambling, and Customer Service teams
- Oversee monthly QA assessments, including Agent performance (AML, Safer Gambling, Customer Care), AML procedures and controls via dip-testing, and Safer Gambling customer interaction evaluations
- Report QA findings to Senior Management, identify training needs, and provide feedback in collaboration with Team Managers
- Provide guidance to AML, Safer Gambling and Customer Care Agents and assist with operational duties as needed
- Conduct root cause analysis on recurring quality issues and recommend process improvements
- Collaborate with management to ensure systems and tools support QA and compliance needs effectively
- Maintain and update training policies, manuals, and documentation
- Coordinate and deliver training programs across relevant departments
- Mentor and support team members, ensuring clear delegation, high standards, and professional development
- Contribute to team operations, including return-to-work interviews, probation reviews, and performance feedback
MLRO
- Serve as the Company’s Nominated Officer (MLRO) for all AML-related matters
- Ensure compliance with the UK Gambling Commission’s Licence Conditions and Codes of Practice (LCCP) and related guidance. Stay informed of regulatory developments and industry best practices
- Review Internal Suspicious Activity Reports (ISARs), submit Suspicious Activity Reports (SARs) to the National Crime Agency, and manage Defence Against Money Laundering (DAML) requests
- Maintain and enhance the AML framework, including policies, risk assessments, procedures, and training, in collaboration with the Compliance Manager
- Collaborate with other Departments (a) AML & Safer Gambling and (b) Customer Service to embed AML policies into daily operations
- Provide regular reports to Senior Management on AML risks, trends, and significant issues
- Conduct periodic AML risk assessments and ensure findings are addressed through updated controls and procedures
- Ensure the Company’s Customer Due Diligence (“CDD”), Enhanced Due Diligence (“EDD”), PEP and Sanction screening, and ongoing monitoring policies and procedures are effective
- Champion a culture of compliance and ethical conduct across the organisation through awareness initiatives and leadership engagement
- Manage the MLRO mailbox and ensure timely responses to queries and reports
- Act as the primary point of contact for external audits or regulatory inspections related to AML compliance
- Liaise with external stakeholders, such as banks, law enforcement, or regulators, as necessary
What You Will Need to Succeed in This Role
- A minimum of 3 years’ experience in a related role, preferably in the gaming sector
- A recognised AML qualification and/or previous experience as MRLO or acting MLRO. If additional upskilling or certification is required, the Company will support same
- People management experience & the ability to build strong working relationships
- Strong organisational skills and the ability to prioritise and deliver in a fast-paced and dynamic environment with a high degree of personal accountability, integrity, and trust
- Strong decision-making skills with the ability to make decisions independently in line with business procedures and practices
- Excellent written and oral communication skills with fluent English
Quality Assurance Manager | MLRO | Gibraltar | iGaming | Sportsbook | Casino