Job Description

Let’s start with the role

The Quality Control department is at the forefront of our commitment to consistently enhancing the services provided to our discerning and valued customers. Our focus is to achieve and maintain high levels of excellence in the overall customer experience for both internal and BPO Customer Service teams.

As a Quality Control Team Lead, your role is pivotal in ensuring the consistent quality of the company's Customer Service department. You will be actively involved in the ongoing evaluation and refinement of processes, as well as the continuous improvement of the skills possessed by our Customer Service agents

• Oversee and analyze QA evaluations to ensure compliance with company standards and customer satisfaction goals.
• Identify trends, gaps, and areas for improvement, then develop action plans to enhance service quality.
• Collaborate with Operations, Training, and Leadership to drive performance improvements and consistency.
• Provide regular coaching, feedback, and training to QA Analysts to ensure effective evaluations and calibration.
• Foster a culture of continuous improvement, ensuring QA Analysts understand evolving processes, tools, and business needs.
• Lead calibration sessions with stakeholders to align on scoring consistency and quality expectations.
• Ensure adherence to regulatory and company policies, maintaining high-quality and compliant customer interactions.
• Enhance QA frameworks, processes, and scorecards to adapt to business needs and customer expectations.
• Drive innovation and efficiency in QA methodologies, leveraging automation or AI tools where applicable.

What you will bring: 

• 3+ years in Quality Assurance and at least 2 years in a leadership position
• Deep understanding of QA frameworks, evaluation methodologies, and compliance
• Experience in calibration processes and root cause analysis to improve quality and consistency
• Ability to understand and anticipate customer needs, and provide excellent service
• Strong ability to coach, mentor, and develop a team of QA Analysts
• Ability to present insights, influence stakeholders, and collaborate across departments
• Ability to translate QA data into actionable insights for Operations and Training teams
• Experience conducting QA calibrations, performance reviews, and training sessions
• Advance Knowledge on reporting tools (Google Sheets, Looker Studio, Power BI, Excel etc.)
• Familiarity with JIRA, Zendesk and Confluence is required.
• Fluent in English (C1 or higher) – Strong written and verbal communication skills
• Experience in the gaming industry and Quality Control will be considered an asset

 

Kaizen Gaming Perks

🕑 Hybrid way of working

🏃 A buddy will support you with your onboarding

💸 Competitive pay and bonus scheme

👩‍⚕️ Private health insurance for you and your family

💰 Monthly meal allowance 

⭐Developmental 360° feedback framework

📚 Unlimited access to Udemy & continuous training

 

#LI-Hybrid

#LI-DT1