Let’s start with the role

The Quality Control Manager reports to the Senior Operations Manager and is responsible for the overall quality of the CS, Sales, Client Operations teams. This role ensures that Kaizen provides top-class customer support across all markets. The manager will be leading a group of quality and training analysts supporting a range of markets from different locations.

• Identify opportunities through KPIs and RCA's to drive performance towards excellence and achieve targets;
• Provide actionable insights to drive changes across the organization, focusing on customer experience enhancement;
• Analyze and review all departmental metrics to understand how the team’s performance affects those KPIs;
• Drive quality improvements for both internal and external customer satisfaction purposes;
• Implement methods for evaluating and monitoring internal processes;
• Track departmental metrics and data, ensuring goals & KPIs are clearly communicated within the team;
• Oversee QC performance, measuring progress against targets and milestones;
• Participate in calibration sessions to maintain consistency in internal evaluations;
• Anticipate   issues   during   process   flows;   Build   sustainable   solutions   by structuring themes and teams.

 

What you’ll bring:

• 3-5 years of experience in KPIs management, quality benchmarks, customer journeys and continuous improvement; 
• Bachelor in Business Administration Operations Management or a related field;
• Solid   experience   in   managing,   motivating   and   developing   high-performing individuals and large scale, diverse teams;
• Expertise in developing and implementing operations strategies, processes and structures;
• Knowledge of Lean Six Sigma - Green Belt certification will be considered a plus;
• Familiarity with Process Management Softwares like JIRA, Confluence etc;
• Proficiency in Microsoft Office/G-Suite;
• Strong background   in   defining   and   tracking   key   performance   indicators   related   to operational efficiency;
• Ability to analyze and interpret data to identify trends, patterns and areas for improvement;
• Strong analytical and problem-solving skills combined with effective decision-making capability;
• Excellent organizational, communication and interpersonal skills.

 

Kaizen Gaming Perks

🏃 A buddy will support you with your onboarding

💸 Competitive pay and bonus scheme

👩‍⚕️ Private health insurance for you and your family

⭐Developmental 360° feedback framework

📚 Unlimited access to Udemy & continuous training