QA Specialist (LATAM)
Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. They are looking for 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:
* Serve as the quality control specialist within the Customer Support team.
* Conduct process reviews and QA audits of tickets, processes, and content to ensure compliance with company policies and standards.
* Provide detailed insights to your manager based on audit findings.
* Identify recurring issues through Root Cause Analysis (RCA) and develop action plans to improve Service Level Agreements (SLAs).
* Participate in calibration meetings to maintain consistency in quality standards across the team.
* Investigate customer complaints and instances of non-conformance, documenting findings and recommending improvements.
* Regularly update procedural documentation to reflect best practices and process changes.
* Prepare weekly and monthly reports to summarize quality assessment results and areas for improvement.
* Ensure QA audits are completed accurately and on time, maintaining records of findings.
* Engage in group discussions to identify opportunities for process enhancements and streamline QA activities.
* Support the Customer Support team with special projects and additional responsibilities as needed.
Qualifications and Experience:
* Previous experience in the iGaming or gambling industry is essential.
* Proven experience in customer support or quality assurance roles.
* Strong analytical and problem-solving skills, with keen attention to detail.
* Excellent communication skills for providing clear, actionable feedback.
* Familiarity with customer support software and quality monitoring tools.
* Ability to thrive in a dynamic and fast-paced environment.
Benefits:
* Competitive salary
* Flexibility and remote work options
* Training and development opportunities
* International collaboration with teams worldwide
* Fast-growing company with ample career growth potential
This role offers a unique opportunity to contribute to the success of the Customer Support team by championing quality and driving continuous improvement.
Additional Details:
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Quality Assurance
* Industries: Software Development
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