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hace 2 semanas
Kaizen Gaming, a leading GameTech company operating in 17 markets, is committed to delivering exceptional customer experiences. As a Quality Control Manager, you will be part of a diverse team of over 2,700 Kaizeners spanning three continents.
The Quality Control Manager plays a vital role in ensuring the quality of CS, Sales, and Client Operations teams, driving quality improvements, and maintaining top-notch customer support across Latin American markets.
This strategic role involves:
- Developing and implementing quality assurance strategies to drive performance excellence;
- Analyzing departmental metrics to understand how team performance affects overall KPIs;
- Providing actionable insights to drive changes across the organization, focusing on customer experience enhancement;
- Overseeing QC performance, measuring progress against targets and milestones;
- Participating in calibration sessions to maintain consistency in internal evaluations;
- Anticipating issues during process flows and building sustainable solutions by structuring themes and teams.
To excel in this role, you will require:
- 3-5 years of experience in KPI management, quality benchmarks, customer journeys, and continuous improvement;
- Bachelor's degree 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;
- 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 values diversity, equity, and inclusion, and we welcome applications from candidates of all backgrounds.
