QA Manager

3 days ago

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Bullfinch Recruitment

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Description

• Lead the Quality Assurance team to uphold and enhance exceptional customer service delivery. • Manage and guide the QA team, fostering a high-performance culture. • Design and implement robust QA processes to maintain reliability. • Conduct regular audits of customer interactions to identify improvement opportunities. • Provide feedback and mentoring to QA analysts to support growth. • Analyse audit trends and generate reports for senior management. • Facilitate calibration meetings for uniformity in evaluations. • Collaborate with Training department to deliver targeted training. • Conduct performance reviews for QA analysts, offering development plans. • Ensure timely completion of QA tasks and initiatives, meeting KPIs. • Lead initiatives to refine QA practices and enhance customer experience.

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. • Leadership Skills: Demonstrated ability to lead and mentor teams, fostering a collaborative and results-oriented environment. • Analytical Expertise: Strong analytical and reporting skills with a proven track record of leveraging data for decision-making. • Communication Skills: Excellent interpersonal and communication abilities, both written and verbal. • Technical Proficiency: Familiarity with customer support and quality monitoring tools. • Organisational Strength: Exceptional organisational skills with a proactive and solution-focused mindset.

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