Quality Assurance Manager

2 weeks ago

Cape Town, Western Cape, South Africa White Hat Gaming Full time

Purpose of the role:

As a QA Manager at Moonspin you play a very important role in supporting the improvement of

service quality offered by the Call Center to our players by leading the QA team effectively. This role

requires you to be self-managed, flexible, show initiative, and lead by example. You will be

responsible for building strong working relationships with the Call Centre Leaders you support. As a

QA Manager you will be relied upon to deliver the following aspects:

Key Responsibilities:

Quality Management:

  • Ensure that QA scores for the Call Centre are improving month on month, and where regressions
are noted, that a deep dive is conducted to identify areas for improvement.

  • Responsible for scheduling and hosting monthly calibration sessions with your QA team to ensure
consistency in rating of quality, within Cape Town and Malta.

  • Identify, implement and maintain relevant QA tools to assist with efficient and accurate quality
management.

Reporting:

  • Deliver a monthly report to the Call Centre detailing QA scores and averages for the previous
month compared to goals.

  • Summarize QA department performance and areas of focus to Head of Customer Support
monthly, with a view of what the QA team is aiming to achieve for the next period.

  • Ensure that all Quality Assessors have completed their specific reporting commitments by the
specified deadlines.

  • Create and maintain a trend analysis report for the call centre, detailing areas for improvement,
training opportunities or gaps in process/knowledge.

Stakeholder management:

  • Maintain a healthy working relationship between your QA team and the Team Leaders within the
call centre, aimed at collaboration and teamwork.

  • Monthly meeting between yourself and the Floor Managers to detail areas of focus, discuss
opportunities and support the Floor Managers where necessary with quality management, bring

forward ideas for improvement or share best practice.

  • Ensure consistency between quality management practices of Cape Town and Malta, with a
standardized approach to how we measure and improve quality of Customer Service.

  • Meet monthly with the Head of Customer Service to discuss team performance, strategic
thinking and ideas for how to improve, and any suggestions for new quality management

practices/tools.

Team management:

  • Complete monthly 1:1 performance review for each of your Quality Assessors.
  • Responsible for the growth and development of each of your Quality Assessors.
  • Manage absence for your team and take necessary action in line with corrective discipline
process.

  • Create and execute to your annual QA strategic plan.

Minimum competencies:

  • Selfmanaged, reliable, and confident
  • Able to think independently and on your feet, creative thinker
  • Analytical and attention to detail
  • Excellent communication skills
  • Adaptable and flexible in an everchanging environment

Minimum requirements:

  • Grade 12 or equivalent
  • Minimum 4 years QA experience, ideally with at least 1 to 2yrs people management experience
  • Own transport
  • Flexibility to work shifts in a 24/7 environment
  • Excellent verbal and written communication skills, including ability to effectively communicate
with internal and external customers

  • Excellent computer proficiency (MS Office
  • Word, Excel and Outlook)
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude
and providing exemplary customer service

  • Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity _
- goals will be considered in our selection process._

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