QA Manager

7 months ago

Cape Town, South Africa YesPlay Full time

**Company Description**

YesPlay is a leading online betting operator based in the City of Cape Town. Licensed by the Western Cape Gambling and Racing Board, we offer a variety of exciting games including lucky numbers, sports betting, and live casino-style games. Our goal is to provide quality entertainment in a fair and safe gaming environment. With a dynamic and innovative team, we bring a competitive edge to the online sports betting and live casino market.

**Role Description**

This is a full-time on-site role for a QA Manager at YesPlay. The QA Manager will be responsible for overseeing the day-to-day quality assurance activities, including test planning, test execution, and defect tracking. They will also collaborate with cross-functional teams to ensure high-quality products are delivered on time. The QA Manager will be located in the City of Cape Town and will play a crucial role in maintaining and improving our gaming platform.

**Qualifications**
- Experience in quality assurance and software testing
- Strong knowledge of testing methodologies and tools
- Ability to create and execute test plans, test cases, and test scripts
- Experience with defect tracking and reporting
- Excellent problem-solving and analytical skills
- Strong attention to detail
- Good communication and interpersonal skills
- Ability to work well in a fast-paced and team-oriented environment
- Experience in the online gambling industry is a plus
- Bachelor's degree in Computer Science, Engineering, or related field

**Responsibilities**

Quality control of agents' responses to tickets and calls:

- Identifying the need for new and updating existing company guidelines and policies.
- Conduct daily audits of agents' ticket responses to ensure accuracy, professionalism, and adherence to company guidelines and policies.
- Provide feedback and coaching to agents to improve their ticket-handling skills and quality.
- Identify trends or recurring issues in ticket responses and work with the head of customer support to address them.
- 20% of the day to be dedicated to customer-facing activities such as tickets and calls to stay in tuned with customer needs and identify areas of improvements.

Quality + product material for training program:

- Collaborate with the relevant teams to develop and update training materials that
- accurately reflect the product features, updates and best practices.
- Ensure the training materials are comprehensive, engaging, and aligned with the
- company's quality standards.
- Conduct training sessions for new agents and provide ongoing training support as needed.

Quality control for onboarding and training of agents:

- Develop and implement quality control processes for agent onboarding and training,
- including assessments, evaluations and feedback.
- Monitor the effectiveness of training programs and identify areas for improvement.
- Work closely with relevant teams to ensure smooth onboarding and training experiences for new agents.

Preparing, Updating and Managing a Knowledge Base for both agents and end users:

- Gathering all customer support processes and documenting them in a clear and concise manner.
- Using tools such as Zendesk internal and external knowledge base, creating flowcharts, presentations and other forms of documentation to describe the business processes followed by the customer support team.
- Create and maintain knowledge base (KB) articles in Zendesk to provide accurate and up-to-date information to both agents and end users.
- Organizing information, creating clear and concise articles for both end users and customer support agents
- Regularly review and update KB articles to ensure their relevance and accuracy. - Develop clear and concise descriptions of customer support business processes to guide agents in their daily operations.
- Integrating a chatbot with the knowledge base to automate the process of providing answers to end users by configuring the chatbot to fetch relevant articles from the KB based on user queries, ensuring that the responses are concise and helpful.

**Qualifications and Must Haves**:

- 1-2 years of experience as a senior agent, quality assessor, or similar role.
- Good knowledge of quality assurance principles, methods and best practices.
- Excellent communication skills, both written and verbal, to effectively interact with team members, agents,
- management and stakeholders.
- Analytical and problem-solving skills are needed to identify patterns, trends, and areas for improvement.
- Attention to detail is needed to ensure the accuracy and quality of ticket responses, training materials, and knowledge base articles.
- Excellent organizational skills to manage multiple tasks and priorities effectively. - Ability to work collaboratively with agents, trainers, and relevant teams.
- Willingness to continuously learn and stay updated with industry trends and best practices
- in quality assurance.
- Experience compiling flowcharts, customer support

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