QA Specialist

3 weeks ago

Cape Town, Western Cape, South Africa Patrianna Full time

Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. We 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.

Role Overview:

The QA Specialist is an entry-level role responsible for ensuring consistent exceptional service from our Risk, Fraud and Payments agents. This position requires strong quality assessment skills, ability to provide constructive feedback, and hands-on expertise in KYC, Risk, and Payments operations.

Areas of Responsibility:

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

Experience:

  1. Previous experience within a Risk, Fraud or Payments role in the iGaming industry is essential.
  2. Proven experience in senior operations or quality assurance roles.
  3. Strong analytical and problem-solving capabilities, with keen attention to detail.
  4. Excellent ability to communicate and provide clear, actionable feedback.
  5. Familiarity with back-office software and quality monitoring tools.
  6. Ability to thrive in a dynamic and fast-paced work environment.

This role offers a unique opportunity to contribute to the ongoing success of the Player Operations teams by championing quality and driving continuous improvement.

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