QA Manager

We have partnered with Patrianna who are on the lookout for a QA Manager to join their team!

Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. They are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth.

As a QA Manager, you will lead the Quality Assurance team to uphold and enhance the delivery of exceptional customer service. Your role involves mentoring QA analysts, driving quality improvement initiatives, and aligning the QA strategy with broader business objectives to achieve operational excellence.

Key Responsibilities:

• Team Leadership: Manage and guide the QA team, fostering a high-performance culture and ensuring adherence to quality standards.

• Process Development: Design and implement robust QA processes, policies, and procedures to maintain consistency and reliability.

• Quality Audits: Conduct regular reviews of customer interactions, processes, and content to identify opportunities for improvement and ensure compliance with company standards.

• Coaching and Feedback: Provide actionable feedback and mentoring to QA analysts to support their growth and effectiveness.

• Insights and Reporting: Analyse audit trends and generate comprehensive reports for senior management, offering actionable insights and recommendations.

• Calibration Sessions: Facilitate calibration meetings to ensure uniformity and fairness in QA evaluations across the team.

• Training Collaboration: Work closely with the Training department to deliver targeted training sessions based on identified gaps and improvement areas.

• Performance Monitoring: Conduct regular performance reviews for QA analysts, offering development plans and recognising achievements.

• Project Oversight: Ensure timely and accurate completion of QA tasks and initiatives, proactively addressing challenges and meeting KPIs.

• Continuous Improvement: Lead initiatives to refine QA practices and enhance the overall 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

This role offers a chance to make a significant impact on customer satisfaction and quality standards while developing your leadership capabilities in a dynamic industry.