Quality Assurance Lead

Position Overview:

Rubiko is one of the leading online gaming industry's outsourcing partners for customer support services and payment solutions. We are searching for an experienced and performance oriented Quality Assurance Lead to join our team.

The Quality Assurance Lead supports the company by leading the Quality Assurance  Team and establishing quality standards for its services and employees. In this position, you will coordinate the Quality Assurance Teams day-to-day activities, organizing the available resources and delegating tasks to team members to efficiently and effectively achieve business targets. 

We are at a fast-growing pace, and if you are interested in developing within Rubiko and gaining cross-functional experiences in iGaming, this can be a new exciting opportunity to make an impact in the business growth.

Job Responsibilities:

• Manage the Quality Assurance teamday-to-day activities, organizing the available resources and delegating tasks to team members to efficiently and effectively achieve business targets.
• Provide a senior and high-quality service to any applicable situation related to Rubiko’s Quality Assurance Department.
• Conduct 121 performance reviews and coaching sessions to maximize the team´s performance as required.
• Own team's performance, delegate, coordinate and motivate the team to achieve organizational goals.
• Maintain a close communication and collaboration with client´s representatives.
• Perform quality reviews of service and formulate strategies to increase productivity.
• Provide feedback to internal operations teams and employees as required to correct quality gaps.
• Deliver quality and performance business reports for internal and external stakeholders.
• Coordinate and track workforce breaks, reports, absences and coordinate with HR or Support Manager the people matters.
• Work collaboratively with all business areas and assure operations comply with quality standards and actions are in alignment.
• Support and propose projects that develop quality improvement solutions and metrics.
• Update internal knowledge base platforms as required.
• Continuously review processes to assure quality assurance is aligned with current and future business trends.
• Stay up to date in the iGaming Industry, Responsible Gaming and Anti Money Laundering Regulations, in business product and service knowledge.

Requirements:

• Proven experience in a team lead or managerial role within quality assurance / customer support.
• Excellent communication, interpersonal, and leadership skills.
• Confirmed experience in Support service, track record of good performance and top quality scores.
• The ability to delegate, coordinate and motivate team members.
• Strong problem-solving skills and ability to work well under pressure.
• Ability to multitask, analyze data, identify trends, and make data-driven decisions.
• The ability to collaborate as a team player, communicate and report across different business functions.
• Great attention to detail and the ability to quickly identify anomalies.
• Fluent in both written and spoken English.
• Proficient in Excel and google G-Suit.

Job Benefits:

• Remote work.
• E-Learning professional development program.
• Wellness Benefits.
• Competitive fixed salary.
• Assistance to obtain NIE and SS number for relocating to Spain.

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