SOFTSWISS continues to expand the team and is looking for a Quality Assurance Manager.
As we embark on the search for a skilled Quality Service Manager for our First Line Support team, we are seeking an individual with a strong commitment to service excellence and a proven track record in leading and enhancing customer support quality.
Hiring within all locations. The position could be remote or hybrid, depending on location.
Leadership and Team Management:
- Hire, lead, and inspire a team of FLS Quality Specialists.
- Conduct training, coaching, and mentorship to enhance team proficiency.
- Foster a collaborative and growth-focused team culture.
- Ensure consistent quality standards and interpretation.
- Collaborate with B2C department leaders for calibration.
Strategic Framework Development:
- Create and implement a comprehensive Customer Service Quality framework.
- Define KPIs and quality benchmarks.
- Adapt strategies to address evolving customer needs.
Performance Reporting and Analysis:
- Generate detailed quality review reports.
- Analyse individual and team performance metrics.
- Monitor customer feedback and satisfaction ratings.
- Compile Voice of the Customer reports for service enhancement.
- 2+ years’ experience as a Quality Assurance Manager in customer support.
- Effective verbal and written communication in English.
- Leadership experience in managing Quality Representatives.
- Strong interpersonal skills for constructive feedback.
- Track record of analytical and reporting skills.
- Proficiency in support metrics and improvement strategies.
- Effective organisation, time management, and communication abilities, with multi-level management collaboration.
SOFTSWISS is an international company, an iGaming software expert. We don’t only follow iGaming market trends, we create them! SOFTSWISS is a recognised industry leader in iGaming software solutions development, covering almost all aspects of the iGaming industry. The company has an international team and an official presence in several countries. Projects powered by SOFTSWISS receive numerous awards and accolades from industry media.
Changing the iGaming industry through technological innovation!
Mindful actions for big-picture goals: we value strategic vision, alignment, and personal responsibility.
We see people
People are the heart of our success: we prioritise the wellbeing and growth of our employees through a culture of warmth.
We embrace changes
Driving change through courageous spirit: we set ambitious goals, welcome initiative, and strive for entrepreneurial attitude and constant improvement.
We push for customer success
Perceiving customer success as our own: we provide high-quality services, build trust, and strive for win-win solutions.
Quality for industry leadership: our success is built on technological excellence, continuous improvement, and top industry talent.
- Full time remote work opportunities and flexible working hours;
- Private insurance;
- Additional 1 Day Off per calendar year;
- Sports program compensation;
- Comprehensive Mental Health Programme;
- Free online English lessons with a native speaker;
- Generous referral program;
- Training, internal workshops, and participation in international professional conferences and corporate events.