Job Description
We’re looking for an Operations Quality Control for Viva Games, a company from the online gambling industry.
The main mission is to ensure daily accurate quality monitoring of the Operational Department, in order to attain the best possible level of customer satisfaction.
The role is on-site from the HQ in Floreasca area, District 1.
Work schedule: M-F 9-6 p.m.
Requirements:
• Solid understanding of lean, six sigma, and/or other improvement tools and techniques
• Advanced computer skills: MS Access, PowerPoint, Word, Excel, and Minitab
• Experience in the Gaming Industry, with good operational knowledge
• Experience in Quality management is a plus
• Knowledge in executing root cause analysis techniques such as fishbone, 5 why
• Very strong attention to detail
• Proficient English (spoken & written)
Job Responsibilities:
- Implement clear overall quality strategy with scalable process within the Operational Department
- Ensuring compliance with current regulations.
- Monitoring and reporting on all activities, processes, and procedures.
- Determining data-driven solutions and implementing quality improvement plans.
- Performing regular inspections and reviews to ensure employees adhere to quality and safety policies.
- Bring innovation ideas and help agents and managers create work process standardization.
- Drive investigation of highly sensitive issues affecting clients, working with different teams to understand why and what happened.
- Identify training and development issues in terms of Training need Identification and reasons of failure if any.
- Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
- Ensure 100% customer satisfaction and check if all activities are directed towards this objective.
- Ensure regular and accurate quality monitoring (daily)
- Prepare daily, weekly and monthly reports with the performance of each team member and entire team.
- Conducts coaching sessions and help improve the hard and soft skills of Customer Operations Team
What we offer:
- Meal tickets
- Bonuses for Holidays
- Undetermined work contract
- Opportunities for personal and career development
