Quality Assurance Manager (On-site)
Posted Updated
Description
WorkaNova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back-office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, iGaming, and e-commerce industries, supporting more than 10+ languages.
We are seeking for experienced Quality Assurance Manager for live chats in iGaming industry to join our team.
• Daily review and evaluation of Customer Support chat interactions across multilingual teams to ensure quality, accuracy, and compliance with internal guidelines
• Identifying areas for improvement within CS processes and suggesting corrective actions
• Preparing clear and structured weekly QA reports for management
• Collaborating with team leads and CS agents to provide feedback and support continuous improvement
• Monitoring adherence to communication standards, and company protocols
• Participating in creating and updating internal quality procedures
• Maintaining accurate documentation within company QA software
• Supporting management in ensuring high performance and consistency across Customer Support teams
Requirements
• Bachelor’s or Master’s degree, or equivalent practical experience
• Minimum 1 year of work experience in Customer Support (experience in QA is a strong plus)
• Excellent knowledge of English; additional languages are an advantage (German preferred)
• Strong attention to detail, responsibility, and ability to multitask
• Good analytical and reporting skills
• Ability to work independently as well as in a dynamic team environment
Benefits
- Competitive fixed
salary
- Opportunity for
professional growth within the company
- Supportive,
positive and collaborative work environment
- Private health insurance
- Happy hour