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Quality Assurance Manager

3 weeks ago

Belgrade, Central 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.

Responsibilities:

  • 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

Working Conditions:

  • Full-time position, Monday–Friday, 9:00–17:00
  • Work from the company office in Belgrade

Benefits:

  • Competitive fixed salary
  • Opportunity for professional growth within the company
  • Supportive, positive and collaborative work environment
  • Private health insurance
  • Happy hour