Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. They 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.
As a QA Specialist, you will play a crucial role in ensuring the Customer Support team consistently delivers exceptional service. Your expertise will be instrumental in conducting thorough quality assessments, providing constructive feedback, and driving continuous improvement initiatives to uphold service excellence.
Key Responsibilities: Quality Expert: Serve as the quality control specialist within the Customer Support team.Audits and Reviews: Conduct process reviews and QA audits of tickets, processes, and content to ensure compliance with company policies and standards.Insight Reporting: Provide detailed insights to your manager based on audit findings.Root Cause Analysis (RCA): Identify recurring issues through RCA and develop action plans to improve Service Level Agreements (SLAs).Calibration Sessions: Participate in regular calibration meetings to maintain consistency in quality standards across the team.Complaint Investigation: Investigate customer complaints and instances of non-conformance, documenting findings and recommending improvements.Process Documentation: Regularly update procedural documentation to reflect best practices and any process changes.Reporting: Prepare weekly and monthly reports to summarise quality assessment results and highlight areas for improvement.Audit Management: Ensure QA audits are completed accurately and on time, maintaining precise records of findings.Process Improvement: Engage in focused group discussions to identify opportunities for process enhancements and streamline QA activities.Additional Duties: Support the Customer Support team by undertaking special projects and additional responsibilities as needed. Qualifications and Experience: Industry Experience: Previous experience in the iGaming or gambling industry is essential.QA and Support Background: Proven experience in customer support or quality assurance roles.Analytical Skills: Strong analytical and problem-solving capabilities, with keen attention to detail.Communication Skills: Excellent ability to communicate and provide clear, actionable feedback.Technical Proficiency: Familiarity with customer support software and quality monitoring tools.Adaptability: Ability to thrive in a dynamic and fast-paced work environment. Benefits: Competitive salaryFlexibility and remote workTraining and developmentInternational collaboration with our teams based around the worldFast growing business where the sky's the limit for your career This role offers a unique opportunity to contribute to the ongoing success of the Customer Support team by championing quality and driving continuous improvement.