Head of Quality, Training

2 weeks ago

Belgrade, Central Serbia careerxtra Full time €30,000 - €60,000 per year

We are working with a leading B2B solution provider who are looking to recruit a Head of Hub Center of Excellence (CoE) for their Gaming studios in Belgrade, Serbia.

Position: Head of Hub Center of Excellence (CoE)

Location: Belgrade, Serbia

Employment type: Full-time

Remuneration: Base salary bonuses.

DUTIES AND RESPONSIBILITIES:

  • Lead and manage local Center of Excellence (CoE) teams across Quality Control, Training, and Workforce Management (WFM)
  • Implement global frameworks, methodologies, and tools at hub level while adapting them to local needs
  • Ensure performance across CoE functions aligns with company KPIs, SLAs, and compliance standards
  • Monitor and report local metrics in accordance with global benchmarks
  • Drive process improvements and operational excellence across all CoE functions
  • Oversee the local implementation of QA systems, onboarding programs, and workforce planning tools
  • Foster strong collaboration between CoE functions and Line Operations to support service delivery
  • Promote a culture of accountability and continuous improvement through coaching and performance feedback
  • Ensure compliance with company policies, health and safety regulations, and ISO requirements
  • Represent the hub in audits, global calibration sessions, and knowledge-sharing activities
  • Maintain confidentiality of sensitive data, processes, and operational systems.

REQUIREMENTS:

  • Minimum 5-7 years of leadership experience in Quality, Training, or WFM, ideally in iGaming or fast-paced service industries
  • Proven ability to lead cross-functional teams and operate within matrix organizations
  • Strong understanding of global standards and experience localizing them effectively
  • Bachelors degree required; Masters degree preferred (e.g., MBA, M.Ed., Operations, Business)
  • Certifications in Six Sigma, ISO, LMS administration, or WFM tools are an advantage
  • Excellent analytical skills, operational discipline, and a mindset focused on continuous improvement
  • Strong leadership, communication, and stakeholder management skills
  • Fluency in English and Serbian, both spoken and written
  • Experience with workforce optimization, training evaluation, or ISO-compliant QA systems is a plus
  • Familiarity with analytics tools, LMS platforms, or WFM software is beneficial.

BENEFITS:

  • Excellent remuneration package based on experience, skills, and performance
  • Be part of a dynamic international team with a positive and friendly atmosphere
  • Guidance and tools to reach career potential
  • Paid training
  • Performance bonuses
  • Private health insurance
  • Free gym membership
  • Referral bonuses

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