Operations QA Lead

1 week ago

Cape Town, 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 withexpertise, adaptability, and a passion for continuous growth.

**Role Overview**:
The Ops QA Lead is a mid-level managerial role responsible for leading a team of QA agents within the operations function. This position requires strong leadership skills, strategic planning abilities, and hands-on expertise in Quality Assurance processes within KYC, Risk, and Payments operations. The focus of this role is on ensuring high-quality standards, monitoring performance, and driving continuous improvements in service excellence.

**Areas of Responsibility**:

- Lead and manage a team of QA agents, ensuring effective performance monitoring and quality control.
- Develop and refine QA strategies, including process audits, compliance checks, and efficiency improvements.
- Oversee the execution of QA processes to maintain high service standards in KYC, Risk, and Payments operations.
- Conduct regular performance evaluations, providing coaching, mentorship, and development opportunities for team members.
- Collaborate with other departments to address quality-related concerns and implement best practices.
- Analyse QA data to identify trends, improve operational processes, and enhance overall service quality.
- Ensure compliance with company policies, industry regulations, and internal risk controls in QA operations.
- Prepare detailed QA performance reports, offering insights, successes, and areas for improvement.
- Drive initiatives to enhance team efficiency, service quality, and overall customer experience.
- Act as the primary liaison between QA specialists and senior management, ensuring smooth information flow.
- Manage and oversee effective escalation resolution processes, ensuring continuous service improvement.

**Experience & Requirements**:

- Minimum 3 years of experience in operational service related roles within Fraud, Risk or CS.
- At least 1 year of experience managing a team of QA agents.
- Strong knowledge of Quality Assurance processes within KYC, Risk, and Payments operations in the iGaming/gambling industry.
- Expertise in quality monitoring, performance assessment, and compliance management.
- Excellent leadership, coaching, and interpersonal skills to drive team performance.
- Strong analytical and problem-solving abilities, with experience in QA reporting and performance analysis.
- Familiarity with customer support, QA, and compliance software.
- Ability to adapt quickly to changing operational needs and maintain a proactive approach to issue resolution.

This role is an excellent opportunity for an experienced professional who thrives in a fast-paced environment and is passionate about leading QA teams to ensure operational excellence.

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