We are B2Spin, and we are dedicated to delivering the best Free-to-Play Social Casino and gaming experiences by creating captivating, engaging, and unique products that are accessible to everyone. We have built a team of talented professionals from all over the globe, who are working to continually improve the experiences of our players. We are not looking to just be part of the industry, but to revolutionize it.
As a QA Team Lead, you will oversee a team of QA Specialists, ensuring quality standards are met across customer service, fraud prevention, and payment operations. You will be responsible for managing QA workflows, tracking agent performance, optimizing processes, and driving continuous improvement to enhance the overall player experience.
Key Responsibilities:
🔹 Team Management & Supervision
- Monitor and track QA specialists' attendance and punctuality to ensure adequate shift coverage.
- Assign tasks effectively across the team to maintain workflow efficiency.
- Provide coaching and mentorship to QA specialists, ensuring team growth and performance.
🔹 Quality Assurance & Process Optimization
- Ensure processes are calibrated and all QA procedures are regularly updated to reflect industry best practices.
- Identify and escalate process inefficiencies or performance gaps for resolution.
- Drive continuous improvement initiatives to enhance customer support, fraud detection, and compliance verification.
🔹 Training & Development
- Conduct team meetings and training sessions to support agent skill development and maintain quality performance.
- Work closely with other departments to align QA practices with operational goals.
🔹 Reporting & KPI Tracking
- Prepare weekly and monthly high-level QA reports, providing insights into performance trends and areas for improvement.
- Ensure that QA specialists and agents meet KPIs, tracking and reporting progress regularly.
Qualifications & Experience:
✔️ Proven experience in Quality Assurance within the social gaming industry or a related field.
✔️ Strong leadership and team management skills, with experience supervising QA teams.
✔️ Excellent analytical skills, with the ability to track, interpret, and report on performance metrics.
✔️ Strong understanding of fraud prevention, compliance, and customer support best practices.
✔️ Proficiency in QA reporting tools, KPI tracking, and process optimization.
✔️ Exceptional communication and coaching abilities to develop high-performing teams.
✔️ Flexibility to work on a shift pattern which may be inclusive of Weekends, Nights and Holidays.
What We Offer:
💰 Competitive salary + performance-based incentives.
🚀 Career growth opportunities in a fast-paced gaming company.
🎮 A dynamic and innovative work environment with industry-leading tools and technologies.
📚 Access to professional development programs and training.
🎉 Exclusive gaming industry perks, events, and rewards.
If you're a proactive leader with a passion for quality assurance and operational excellence, apply now to drive QA success in our fast-growing gaming platform!