QA Specialist

Summary

Join Patrianna, a rapidly expanding product development company, as their new QA Manager! You will play a crucial role in ensuring the Customer Support team delivers exceptional service through quality assessments, feedback, and continuous improvement initiatives. As a Quality Expert, you will conduct audits, analyze data, and report findings to drive process enhancements. This role requires experience in iGaming or gambling, customer support, or quality assurance, along with strong analytical and communication skills. Patrianna offers a competitive salary, flexible remote work options, training and development opportunities, and the chance to collaborate internationally.

Requirements

• Previous experience in the iGaming or gambling industry is essential
• Proven experience in customer support or quality assurance roles
• Strong analytical and problem-solving capabilities, with keen attention to detail
• Excellent ability to communicate and provide clear, actionable feedback
• Familiarity with customer support software and quality monitoring tools
• Ability to thrive in a dynamic and fast-paced work environment

Responsibilities

• Serve as the quality control specialist within the Customer Support team
• Conduct process reviews and QA audits of tickets, processes, and content to ensure compliance with company policies and standards
• Provide detailed insights to your manager based on audit findings
• Identify recurring issues through RCA and develop action plans to improve Service Level Agreements (SLAs)
• Participate in regular calibration meetings to maintain consistency in quality standards across the team
• Investigate customer complaints and instances of non-conformance, documenting findings and recommending improvements
• Regularly update procedural documentation to reflect best practices and any process changes
• Prepare weekly and monthly reports to summarise quality assessment results and highlight areas for improvement
• Ensure QA audits are completed accurately and on time, maintaining precise records of findings
• Engage in focused group discussions to identify opportunities for process enhancements and streamline QA activities
• Support the Customer Support team by undertaking special projects and additional responsibilities as needed

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