How Videoslots Cut QA Review Time by 75% and Doubled Productivity

Who we spoke with:

• Anna Komemi – Chief Operations Officer
• Leanne Desmond – Interaction & Customer Lead (QA Lead)

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Who Videoslots are

Founded in 2011 and based in Malta, Videoslots is a leading online casino and gaming operator. With a library of over 12,000 games, Videoslots is known for offering one of the widest selections of games in the industry. Serving millions of players worldwide, VideoSlots combines innovation with responsible gaming practices to deliver a safe, engaging, and high-quality player experience.

The Challenges:

Manual, time-consuming QA

Before EdgeTier, Videoslots relied on Excel spreadsheets and Zendesk reports to run QA. Team leaders manually selected chats to review, scored them by hand, and entered results into spreadsheets. Each review took 15–20 minutes, and with 8–10 reviews per agent per month across multiple agents, the process quickly became unsustainable.

“We didn’t have a designated QA team… reviews were done manually in Excel. It was very time consuming.”
— Leanne Desmond, Interaction & Customer Lead

The manual process created several challenges for the team:

• Missed QA targets — monthly quotas were hard to hit with limited time and heavy workloads.
  
• Delayed agent feedback — agents sometimes waited weeks for input, slowing development.
  
• Inconsistent scoring — results varied by reviewer, with no unified standard.

Limited visibility into conversations

Videoslots also struggled to extract insights from conversations. With 500+ Zendesk tags spread across spreadsheets and reports, identifying patterns in customer behaviour or common issues was nearly impossible.

As a result:

• Insights were buried — key trends were hidden in fragmented data.

• Action was delayed — the team lacked the visibility to address issues quickly.

• Opportunities were missed — customer experience improvements were harder to identify and scale.

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The Solution: Automation, consistency, and actionable insights

To tackle two parallel problems—manual, time-consuming QA and poor visibility across conversations—Videoslots implemented EdgeTier. The platform centralised reviews and scoring, automated repetitive tasks, and simplified tagging, turning a slow, fragmented workflow into a fast, consistent, insight-driven operation.

Faster, scalable QA

• Review time dropped by 75%, from 15–20 minutes to 3–5 minutes per chat.
• Productivity doubled, expanding to 20 reviews per agent per month across all 24 agents, far exceeding previous manual capacity.
  

“It’s a dream. The whole process has been streamlined.”
  — Leanne Desmond, Interaction & Customer Lead

Consistent, objective scoring

• EdgeTier centralised scoring criteria and standardised QA practices, removing subjectivity.
• Leaders gained a clear, unified view of performance, ensuring agents were evaluated fairly and consistently.

“It’s not subjective anymore. We get unified answers and a clear overview.”
— Anna Komemi, COO

Smarter tagging and actionable insights

• EdgeTier simplified the tagging process, reducing 500+ disposition codes down to ~75 well-defined tags.
• As agents tagged faster and more accurately, trends in customer behaviour became easy to spot, and QA could be targeted by issue type (e.g., responsible gambling, payments).

“Agents love it. They get fresh feedback and say, ‘Okay, I won’t make that mistake again.’”
— Leanne Desmond, Interaction & Customer Lead

Real-time visibility & proactive management

• Morning dashboards and anomaly alerts gave leaders instant visibility into performance and unusual trends.
• Issues could be detected and resolved in real time, feedback loops accelerated, and coaching became a daily practice rather than a delayed process.
  

“I check the anomaly alerts first thing in the morning to see how the night shift performed. It gives me a clear overview without relying on handovers or spreadsheets.”
— Leanne Desmond, Interaction & Customer Lead

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The Impact: Faster feedback, better insights, stronger performance

Faster agent development
Immediate feedback helps agents correct errors while interactions are still fresh, accelerating learning and performance improvement.

Improved customer experience
Trends in player behaviour, common questions, and responsible gaming concerns are detected early and acted on quickly—resulting in a smoother, safer player journey.

Operational continuity
QA coverage is no longer dependent on specific team leaders. Processes remain consistent and scalable even when staff are absent.

Daily clarity
Leaders start each day with actionable insights from dashboards and alerts, replacing time-consuming spreadsheets and informal handovers.

“If we lost EdgeTier, it would be painful — we’d lose time, insights, and consistency.”
— Anna Komemi, COO

With EdgeTier, Videoslots transformed how it manages customer interactions—moving from manual, fragmented processes to a scalable, data-driven system. The tool saves time, uncovers actionable insights, and empowers agents to perform at their best, all while delivering a faster, more consistent experience for millions of players worldwide.

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Ready to see how EdgeTier can cut review time by up to 75% and unify QA across your team?