Job Summary We are seeking a passionate and results-oriented Quality Manager to lead our quality assurance team in delivering exceptional customer experiences in the fast-paced online gaming industry.
The ideal candidate will oversee a team of quality analysts, champion the voice of the customer (VOC), and drive process improvements through modern quality management tools and AI-powered solutions.
This role requires exceptional leadership skills, a deep understanding of customer sentiment, and the ability to collaborate with cross-functional teams to ensure excellence across all customer touchpoints.
Key Responsibilities1.
Team Leadership & Management: Lead, mentor, and inspire a team of 9–10 quality analysts to achieve organizational objectives and consistently deliver exceptional results.
Conduct regular performance reviews, provide constructive feedback, and implement coaching strategies to support professional growth and skill enhancement.
Demonstrated ability to unlock the full potential of team members, fostering a culture of excellence and continuous improvement.2.
Quality Assurance Processes: Manage the sampling of voice and non-voice customer interactions for a multi-brand business operation, ensuring precise allocation to quality auditors by defining what to audit, who will audit, and at what frequency.
Monitor and evaluate customer interactions to uncover opportunities for enhancing quality standards, refining products, or improving processes.
Develop and execute a comprehensive quality roadmap tailored to both existing and new brands, ensuring optimal performance and alignment with business objectives.3.
Customer Sentiment & Insight Generation: Develop and implement a robust insight generation framework tailored to products at various stages of their lifecycle—differentiating between new and existing brands Leverage AI-driven quality management tools to analyze customer sentiment and generate actionable insights.
Spearheaded initiatives to enhance customer experience based on sentiment analysis and VOC data.4.
Collaboration with Stakeholders: Engage directly with customer support agents—the frontline representatives who interact with customers daily—to gain valuable insights and ensure a customer-centric approach to problem-solving.
Partner closely with customer support, training, business, and product teams to identify and resolve customer pain points, ensuring the delivery of effective solutions rather than merely escalating issues.
Collaborate with senior leadership to design and propose strategies that tackle recurring challenges, driving enhancements in product offerings and process efficiency.5.
Quality Management Tools: Implement and manage quality management systems to streamline workflows, reporting, and analysis.
Stay updated on the latest advancements in quality management and ensure tools & resources are used effectively.6.
Process Improvements: Translate VOC feedback into actionable strategies to optimize processes and improve product offerings.
Design and implement metrics to measure the effectiveness of quality assurance programs.7.
Analytical Mindset: Strong analytical mindset with the ability to interpret complex data and derive actionable insights.
Proficiency in Microsoft Excel, including advanced functions (e.g., pivot tables, VLOOKUP, data visualization tools) for data analysis and reporting.
Qualifications & Skills Education: Bachelor’s degree Technology Skills: Hands-on experience working with Ticketing/CRM Solutions - Fresh Desk/Zendesk/Salesforce, MS Office - Excel/Word/Powerpoint, Dialer Solutions - Exotel/Genesys etc.
Experience: Minimum of 5 years in quality assurance, with at least 2 years in a managerial role.
AI Prowess: Strong understanding of quality management tools and AI-powered platforms for customer sentiment analysis.
Team Player: Proven ability to lead and manage a team, fostering collaboration and driving results.
Self-starter : Exceptional analytical skills, problem-solving acumen, and communication skills.
Preferred Certifications: Certified Quality Auditor (CQA)Six Sigma Green/Black Belt Certifications in AI-powered quality management tools (if applicable)
