We are Kaizen Gaming Kaizen Gaming, the team poweringBetano, is one of the biggest GameTech companies in the world,operating in 17 markets. We always aim to leverage cutting-edgetechnology, providing the best experience to our millions ofcustomers who trust us for their entertainment. We are a diverseteam of more than 2,700 Kaizeners, from 40+ nationalities spreadingacross 3 continents. We are an equal opportunity employer committedto fostering a diverse and inclusive workplace. We welcomeapplications from individuals of all backgrounds, regardless ofrace, gender, religion, sexual orientation, or age. Our #oneteam isproud to be among the Best Workplaces in Europe and certified GreatPlace to Work across our offices. Here, there’ll be no average dayfor you. Ready to Press Play on Potential? Let’s start with therole: The Quality Control department is at the forefront of ourcommitment to consistently enhancing the services provided to ourdiscerning and valued customers. Our focus is to achieve andmaintain high levels of excellence in the overall customerexperience for both internal and BPO Customer Service teams. As aQuality Control Team Lead, your role is pivotal in ensuring theconsistent quality of the company's Customer Service department.You will be actively involved in the ongoing evaluation andrefinement of processes, as well as the continuous improvement ofthe skills possessed by our Customer Service agents. As a QualityControl Team Leader, you will: 1. Oversee and analyze QAevaluations to ensure compliance with company standards andcustomer satisfaction goals. 2. Identify trends, gaps, and areasfor improvement, then develop action plans to enhance servicequality. 3. Collaborate with Operations, Training, and Leadershipto drive performance improvements and consistency. 4. Provideregular coaching, feedback, and training to QA Analysts to ensureeffective evaluations and calibration. 5. Foster a culture ofcontinuous improvement, ensuring QA Analysts understand evolvingprocesses, tools, and business needs. 6. Lead calibration sessionswith stakeholders to align on scoring consistency and qualityexpectations. 7. Ensure adherence to regulatory and companypolicies, maintaining high-quality and compliant customerinteractions. 8. Enhance QA frameworks, processes, and scorecardsto adapt to business needs and customer expectations. 9. Driveinnovation and efficiency in QA methodologies, leveragingautomation or AI tools where applicable. What you’ll bring: 1. 3+years in Quality Assurance and at least 2 years in a leadershipposition. 2. Deep understanding of QA frameworks, evaluationmethodologies, and compliance. 3. Experience in calibrationprocesses and root cause analysis to improve quality andconsistency. 4. Ability to understand and anticipate customerneeds, and provide excellent service. 5. Strong ability to coach,mentor, and develop a team of QA Analysts. 6. Ability to presentinsights, influence stakeholders, and collaborate acrossdepartments. 7. Ability to translate QA data into actionableinsights for Operations and Training teams. 8. Experienceconducting QA calibrations, performance reviews, and trainingsessions. 9. Experience with QA tools, reporting dashboards, andtrend analysis (e.g., NICE, Verint, Tableau, Power BI). 10.Familiarity with QA tools like JIRA, TestRail, Selenium, or Postmanwill be considered an asset. 11. Fluent in English – Strong writtenand verbal communication skills. 12. Experience in the gamingindustry and Quality Control will be considered an asset. KaizenGaming Perks: 1. Hybrid way of working. 2. A buddy will support youwith your onboarding. 3. Competitive pay & bonus scheme. 4.Private health insurance for you and your family. 5. Monthly mealallowance. 6. Developmental 360° feedback framework. 7. Unlimitedaccess to Udemy & continuous training. #LI-Hybrid #LI-Promoted#J-18808-Ljbffr