QA Manager

Summary

Join Patrianna, a rapidly expanding product development company, as their new QA Manager! Lead and mentor a team of QA analysts, driving quality improvement initiatives and aligning QA strategy with business objectives. You will design and implement robust QA processes, conduct regular quality audits, and provide actionable feedback. Analyze audit trends, generate reports for senior management, and facilitate calibration meetings. Collaborate with the Training department and ensure timely completion of QA tasks. This role offers significant impact on customer satisfaction and quality standards, while developing your leadership skills in a dynamic industry.

Requirements

• Minimum 3 years in customer service roles, including QA, CS, or shift management, with at least 1 year in a leadership position
• Experience within the iGaming or gambling industry’s customer support operations
• Demonstrated ability to lead and mentor teams, fostering a collaborative and results-oriented environment
• Strong analytical and reporting skills with a proven track record of leveraging data for decision-making
• Excellent interpersonal and communication abilities, both written and verbal
• Familiarity with customer support and quality monitoring tools
• Exceptional organisational skills with a proactive and solution-focused mindset

Responsibilities

• Manage and guide the QA team, fostering a high-performance culture and ensuring adherence to quality standards
• Design and implement robust QA processes, policies, and procedures to maintain consistency and reliability
• Conduct regular reviews of customer interactions, processes, and content to identify opportunities for improvement and ensure compliance with company standards
• Provide actionable feedback and mentoring to QA analysts to support their growth and effectiveness
• Analyse audit trends and generate comprehensive reports for senior management, offering actionable insights and recommendations
• Facilitate calibration meetings to ensure uniformity and fairness in QA evaluations across the team
• Work closely with the Training department to deliver targeted training sessions based on identified gaps and improvement areas
• Conduct regular performance reviews for QA analysts, offering development plans and recognising achievements
• Ensure timely and accurate completion of QA tasks and initiatives, proactively addressing challenges and meeting KPIs
• Lead initiatives to refine QA practices and enhance the overall customer experience

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky's the limit for your career