QA Lead - Player Operations
(Remote)
B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.
Overview
We are seeking a highly skilled and experienced QA Lead - Player Operations to join our dynamic team at B2Spin. The successful candidate will oversee the quality assurance of our operational processes, focusing on customer support, risk & fraud, account verification, and payments. This role is pivotal in ensuring the highest standards of quality and efficiency across these critical operational teams. The ideal candidate will have a strong background in quality assurance, excellent leadership skills, and a deep understanding of the gaming industry.
Areas of Responsibility
Oversee and manage the quality assurance processes for customer support, risk & fraud, payments, and account verification teams, ensuring that they comply with company policies, industry standards, and regulatory requirements.
Lead, mentor, and manage a team of QA Team Leads, ensuring they have the support and resources needed to perform their roles effectively.
Conduct detailed process analysis to identify areas for optimization and efficiency gains within operational processes and work with the relevant teams to implement effective solutions.
Perform regular audits and assessments of the team performance and quality assurance processes to monitor the effectiveness of implemented practices and procedures.
Monitor the SLAs for the team, ensuring that they are constantly met, evaluate their effectiveness, recommend and implement adjustments if SLAs are consistently achieved too easily, to drive continuous improvement of the team.
Oversee and manage customer support processes and ensure that they meet the highest standards of quality and efficiency.
Develop strategies to enhance customer satisfaction and reduce response times.
What we are looking for...
Proven experience in quality assurance, with at least 1 year in a leadership role.
Strong understanding of customer service principles and quality assurance methodologies.
Excellent coaching and mentoring skills with the ability to develop and motivate team members.
Proficient in generating and analyzing reports, with a keen eye for detail.
Effective communication and collaboration skills to work across teams and departments.
Experience with remote teams and familiarity with global workforce dynamics.
Ability to adapt to a rapidly changing environment and prioritize tasks effectively.
Benefits
Competitive salary
Flexibility and remote work
Training and development
International collaboration with our teams based around the world
Fast growing business where the sky's the limit for your career