Quality Assurance Specialist

4 days ago

Cape Town, Western Cape, South Africa Patrianna Full time

Patrianna is a rapidly expanding product development company with a global presence. Our dynamic team is comprised of driven, ambitious individuals who are committed to elevating business functions with expertise, adaptability, and a passion for continuous growth.

Job Overview

The QA Specialist plays a critical role in ensuring consistent exceptional service from our Risk, Fraud, and Payments agents. This position requires strong quality assessment skills, the ability to provide constructive feedback, and hands-on expertise in KYC, Risk, and Payments operations.

Key Responsibilities:

  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.

Requirements:

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

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