ISO 9001: operational quality

1) Why iGaming operator ISO 9001

Uniform operational performance standards: stable quality of CUS/payments/support/releases.
Customer focus: NPS/CSAT growth, reduced complaints and chargeback risks.

Predictability and scalability: process KPIs, transparent responsibilities, less "manual magic."

Integration with compliance: interfaces with ISO 27001/27701, SOC 2, PCI DSS and TPRM.

2) Scope and context (4. 1–4. 3)

Define Scope QMS: products/brands/regions, lead-to-payout processes, teams and vendors involved (PSP, KYC, anti-fraud, studios, clouds). Document stakeholders (players, regulators, banks, partners, employees) and their requirements.
Result: QMS Scope & Context document + stakeholder expectations map.

3) Process model and owners (4. 4)

Build an "end-to-end value chain" and assign Process Owners.

• Product/Engineering: discovery→delivery, SDLC/Releases, Incidents/Issues-Management.
• Player operations: onboarding/CCM, deposits, sessions, responsible gaming, withdrawal of funds.
• Risk/compliance: AML/sanctions, TPRM, privacy, audit.
• Commerce: marketing/CRM/bonuses, payment conversions, partners.
• Support: L1-L3, complaints/escalations, VOC/NPS.
• Supporting: HR/training, procurement, finance, IT/cloud.

Each process: goal, inputs/outputs, risks/opportunities, KPIs, resources/competencies, documents/records.

4) Leadership, roles and responsibilities (5)

Policy Quality: high goal ("fast, fair, safe"), principles of customer experience, obligations to measurability.

• CEO/Board - quality goals and resources;
• QMS Lead - methodology, audits, CAPA, reporting;
• Process Owners - indicators and improvements in their domains;
• All managers - integrating quality into daily solutions.

5) Planning and risk-based thinking (6)

Risks/opportunities: SLA PSP/KYC, false positive AML, release bugs, VIP outflow, degradation of payment limits.

• KYC TAT P90 ≤ X min, Withdrawal TAT P90 ≤ Y min;
• Uptime SRE ≥ 99. 9%, Incidents reopened ≤ 2%;
• NPS ≥ 55, First Contact Resolution ≥ 75%;
• Payout errors ≤ 0. 05%, Release errors with rollback ≤ 1%.
• Achievement plans: projects, budget, owners, deadlines, metrics.

6) Support: competencies, knowledge, communications (7)

Competencies: roles with skill matrix (KYC/AML, support, DevOps, RG). Training plan: onboarding + annual refresh + specific trainings.
Knowledge: internal wiki (SOP, checklists, runbooks, FAQ). Actualization policy.
Communications: monthly quality digests, KPI dashboards, incident/update channels.

7) Operations: Process and change management (8)

SOP/Work Instructions: standardize critical actions (KYC, cassouts, complaints, releases, DR tests).
Change management: CAB, ready criteria, rollback procedures, post-release quality control.
Procurement/Vendors (8. 4): selection criteria, evaluation and re-evaluation (SLA, incidents, audit, cost), CAPA for suppliers.
Design/Development (8. 3): stages, reviews, tests, quality requirements control (acceptance criteria, DoR/DoD).
Identification/traceability: tickets/tickets/transaction ID, audit log of actions.
Management of non-conforming product/service (8. 7): isolation, interlocks, remediation, customer/partner notifications if necessary.

8) Measurement, monitoring, analysis and evaluation (9. 1)

Unified KPI/OKR by process + KRI (risk): availability, quality of AML/KYC solutions, checkout speed, support quality, release metrics, defects, payment conversions, partner SLAs.
Tools: BI-dashboards, QA-reports, VOC/NPS, control cards (static), retrospectives.

9) Internal audits (9. 2)

Annual program: risk-oriented, covering all key processes.
Methods: interviews, tracing, sampling test, log and document analysis.
Output: report with findings (Critical/High/Medium/Low), CAPA deadlines, owners.

10) Management review (9. 3)

At least 1-2 times a year: results of KPI/KRI, status of CAPAs and audits, VOC/NPS, results of vendor assessments, resources/competencies, changes in context/risks, decisions/goals for the next period.

11) Nonconformities and CAPA (10. 2)

Registration of non-conformities: defects, SLA failures, complaints, incidents.
RCA: 5 Why / Fishbone / fault tree.
CAPA: Corrective/Preventive Action Plan, Effectiveness Check and Closure.
Prevent repetition: change SOP/training/metrics/integrations.

12) Document and record management

QMS documents: policies, objectives, process matrix, SOPs/instructions, quality plans, audit programs, review reports.
Records: protocols, inspection results, quality logs, complaint logs, CAPA acts, vendor assessments.
Requirements: versions, owners, retention periods, availability, immutability of key records.

13) Quality metrics (sample set)

Player operations: KYC TAT P90, Withdrawal TAT P90, FCR,% of complaints, share of escalations, correctness of payments.
Product/Engineering: Deployment frequency, Change fail rate, MTTR/MTBF, defects per release/1000 events.
AML/KYC/Risk: accuracy of decisions, false positive rate, SLA checks.
Commerce: payment conversion, deviations/chargebacks, response from CRM campaigns.
Suppliers: SLA compliance, latency/uptime drift, incident response time, CAPA closure.

14) RACI (enlarged)

15) Checklists

15. 1 QMS startup

• Scope & Context approved, stakeholders and their requirements described
• Process map and owners assigned
• Quality Policy and Objectives (with KPIs) published
• Risk/Capability Register and Response Plans
• Competency Matrix and Training Plan
• SOP, CAPA, Audit, Complaint, VOC/NPS Templates

15. 2 Monthly rhythm

• KPI/KRI dashboards updated
• Retro on deviations and incidents
• CAPA/Delinquency Status
• Tier-1 Vendor Review (if applicable)

15. 3 Audit

• Process Plan/Checklist, Criteria, Selection
• Artifacts and logs collected
• Finds classified, CAPA agreed
• Report communicated to management

16) Templates (fragments)

16. 1 Process Map (SIPOC)

yaml process: withdrawals suppliers: [psp, bank, risk_engine]
inputs: [kyc_status, balance, request]
steps: [request, risk_check, approve, payout, notify]
outputs: [payout_status]
customers: [player, finance]
kpi: {tat_p90: "≤ 30m", error_rate: "≤0. 05%"}
risks: [psp_downtime, fraud_spike, kyc_delay]
controls: [4-eyes, limits, mfa, monitoring]

16. 2 CAPA Card

yaml issue_id: QMS-2025-017 description: "20% TAT increase"
root_cause "routing defect to PSP # 2"
actions:
- fix_routing_rule (owner: SRE, due: 2025-11-10)
- update_runbook_with_fallback (owner: Ops, due: 2025-11-12)
- vendor_review_psp2_sla (owner: Procurement, due: 2025-11-15)
effectiveness_check: 2025-11-20

17) Implementation Roadmap (8-10 weeks)

Weeks 1-2: Scope/Context, Process Map, Policy & Objectives, Risk Register.
Weeks 3-4: KPI/dashboard design, SOP/CAPA/audit templates, competence matrix.
Weeks 5-6: QMS launch in pilot processes (KYC, payments, support), first internal audits.
Weeks 7-8: Close CAPA, adjust goals, prepare for Management Review.
Weeks 9-10: scaling to other processes, approval of the annual audit and improvement plan.

18) Integration with your wiki sections

Link this page to: Internal Controls and Auditing, TPRM and SLA, ISO 27001/27701, SOC 2, PCI DSS, Password Policy and MFA, IGA, Incidents and Leaks, DR/BCP - for a single management system.

TL; DR

The worker of ISO 9001-QMS = accurate Scope and the card of processes → the purposes of quality and KPI → risk-oriented planning → the standardized SOP → measurement and audits → CAPA and the Review of the management. The result is predictable service quality, fewer failures and complaints, more trust and scalability.