Quality Assurance Manager

3 days ago


Belgrade Grad Beograd Serbia Workanova Full time

WorkaNova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back -office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, iGaming, and e -commerce industries, supporting more than 10+ languages. We are seeking for experienced Quality Assurance Manager for live chats in iGaming industry to join our team. • Daily review and evaluation of Customer Support chat interactions across multilingual teams to ensure quality, accuracy, and compliance with internal guidelines • Identifying areas for improvement within CS processes and suggesting corrective actions • Preparing clear and structured weekly QA reports for management • Collaborating with team leads and CS agents to provide feedback and support continuous improvement • Monitoring adherence to communication standards, and company protocols • Participating in creating and updating internal quality procedures • Maintaining accurate documentation within company QA software • Supporting management in ensuring high performance and consistency across Customer Support teams Requirements • Bachelor's or Master's degree, or equivalent practical experience • Minimum 1 year of work experience in Customer Support (experience in QA is a strong plus) • Excellent knowledge of English; additional languages are an advantage (German preferred) • Strong attention to detail, responsibility, and ability to multitask • Good analytical and reporting skills • Ability to work independently as well as in a dynamic team environment Benefits Competitive fixed salaryOpportunity for professional growth within the companySupportive, positive and collaborative work environmentPrivate health insuranceHappy hour



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