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Responsible Gaming Support Analyst
Оценка ИИKaizen Gaming предлагает отличный социальный пакет (страховка, бонусы, обучение) и работу в международной компании-лидере. Гибридный график и сертификация 'Great Place to Work' делают вакансию очень привлекательной для специалистов в области комплаенса и поддержки.
Сложность вакансии
Оценка ИИРоль требует специфического опыта в iGaming или комплаенсе (2–4 года) и высокого уровня английского языка. Основная сложность заключается в необходимости принимать ответственные решения в эмоционально нагруженных ситуациях, связанных с безопасностью игроков.
Анализ зарплаты
Оценка ИИПредлагаемая позиция соответствует рыночному уровню для специалистов среднего звена (Middle) в сфере финтеха и iGaming в Сан-Паулу. Учитывая широкий соцпакет и бонусы, совокупный доход может быть выше среднего по рынку для аналогичных ролей в поддержке.
Сопроводительное письмо
I am writing to express my strong interest in the Responsible Gaming Support Analyst position at Kaizen Gaming. With a solid background in back-office operations and a deep commitment to customer safety, I am eager to contribute to Betano’s mission of providing a secure and responsible entertainment environment. My experience in analyzing complex cases and my ability to maintain objectivity in sensitive situations align perfectly with the requirements of this role.
Throughout my career, I have developed a keen eye for detail and a structured approach to decision-making, which are essential for identifying potential gambling harm and ensuring regulatory compliance. I am particularly drawn to Kaizen Gaming's reputation as a 'Great Place to Work' and am excited about the opportunity to collaborate with your cross-functional teams to enhance RG processes. I am confident that my analytical skills and proficiency in English will allow me to excel in this hybrid role in São Paulo.
Составьте идеальное письмо к вакансии с ИИ-агентом
Откликнитесь в kaizengaming уже сейчас
Присоединяйтесь к лидеру индустрии GameTech и внесите свой вклад в безопасность миллионов игроков!
Описание вакансии
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
Let's start with the role
The Responsible Gaming Analyst will support the implementation, monitoring, and continuous improvement of Responsible Gaming (RG) processes, ensuring customer safety, regulatory compliance, and alignment with Betano’s RG standards.
This role will act as an operational and analytical function, reviewing RG-related cases, monitoring customer behavior signals, supporting escalations, and collaborating with cross-functional teams such as Customer Support, Compliance, Risk, Product, and external vendors. The analyst will play a key role in identifying potential gambling harm risks and ensuring timely, consistent, and appropriate actions are taken.
Responsibilities
- RG Case Analysis & Decision-Making: Analyze customer behavior and communications to identify potential gambling harm and apply appropriate RG actions. Review and analyze RG-related customer cases flagged by monitoring tools, internal teams, or vendors.
- Assess risk levels based on customer behavior, communication patterns, and defined RG frameworks.
- Apply RG measures in line with policies (e.g. limits, self-exclusion support).
- Escalation & Risk Management: Escalate sensitive or high-risk cases accurately and in a timely manner, ensuring customer safety and regulatory compliance. Handle high-risk or complex cases according to defined escalation procedures..
- Operational Excellence & Quality: Ensure consistency, accurate documentation, SLA adherence, and contribution to process improvements. Document decisions clearly and accurately in internal systems.
- Monitor queues, SLAs, and quality standards.
- Participate in calibrations, audits, and continuous improvement discussions.
- Collaborate with Customer Support, Compliance, and external partners.
What you will bring
- Experience: 2–4 years in back-office operations or Level 1 roles
- Bachelor’s degree in Psychology, Social Sciences, Law, Business Administration, Data Analysis, or related fields
- English level: Advanced (reading, writing, and speaking) mandatory
- Preferred industries: iGaming, betting, online gaming, fintech, pharmaceuticals or other regulated digital industries. Alternative acceptable industries: customer safety, trust & safety, compliance, risk, or fraud operations
- Strong analytical and critical thinking skills
- Ability to assess sensitive situations objectively and calmly
- Experience working with case management tools or CRMs
- High attention to detail and strong documentation quality
- Ability to follow policies and structured decision-making frameworks
- Comfort working with sensitive, emotionally charged content
- Nice to have: Knowledge of Responsible Gaming concepts and regulations; Data analysis skills (basic reporting, trend analysis); Familiarity with regulatory environments (Brazil or international)
Kaizen Gaming Perks
- 🕑 Hybrid way of working - 3 office x 2 home
- 💰 Competitive pay and bonus scheme
- 🧬 Life Insurance
- 👩⚕️ Private health and dental insurance for you and your family
- 🏋️ Multi sports card
- 🍔 Monthly Meal Allowance
- 🚌 Commuting Allowance
- 👨👩👧 Family Support
- 🌞 Zenklub
- ⭐ Developmental 360° feedback framework
- 📚 Unlimited access to Udemy & continuous training
- 👫 A buddy will support you with your onboarding
- #LI-Hybrid
- #LI-NK1
Recruitment Privacy Notice
Regarding the data you share with us, you may find and read our recruitment privacy notice here.
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.
Создайте идеальное резюме с помощью ИИ-агента
Навыки
- Analytical Skills
- Critical Thinking
- CRM
- Case Management
- Data Analysis
- Compliance
- Risk Management
- Responsible Gaming
Возможные вопросы на собеседовании
Проверка понимания специфики ответственной игры и умения выявлять риски.
Какие основные индикаторы в поведении пользователя могут сигнализировать о развитии игровой зависимости?
Оценка способности работать в стрессовых ситуациях с эмоциональным контентом.
Опишите случай, когда вам приходилось принимать сложное решение, основываясь на строгих правилах, несмотря на эмоциональное давление со стороны клиента.
Проверка навыков приоритизации и соблюдения SLA.
Как вы распределяете задачи, когда у вас в очереди несколько высокорисковых кейсов, требующих немедленного внимания?
Оценка аналитических способностей и работы с данными.
Какими инструментами или методами вы пользуетесь для выявления аномалий в поведении пользователей при анализе больших объемов данных?
Проверка знаний регуляторной среды, особенно в контексте Бразилии.
Как вы адаптируете свои рабочие процессы при изменении местных регуляторных требований в сфере гемблинга?
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