Contact Centre Quality Assurance Manager

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

Our Operations team in Toronto is currently looking for a Quality Assurance Manager to join the team.

As a Quality Assurance Manager you will bring keen understanding and experience to fulfill and manage the QA department through the development and adoption of risk-averse frameworks while ensuring KPIs and service levels are achieved servicing operational teams.

Key responsibilities will include :

• Development of KPIs and execution of processes to achieve desired OKRs for cross functional QA Teams across various departments
• Develop, implement and manage quality assurance standards and processes for various business departments to ensure positive customer experience at all times
• Collaborate with cross-functional leadership teams to monitor quality standards across the various business units and departments to assess performance and ensure adherence to VGW's policies and procedures
• Analyze data and quality metrics to identify trends, areas for improvements and training needs
• Lead the QA Team to conduct regular quality assurance audits and evaluations to ensure compliance with quality standards
• Create and maintain documentation related to quality assurance processes, procedures and training materials
• Provide leadership and guidance to the QA team, including hiring, training, coaching, performance management and development of employees

What you will bring to the role :

• 3+ years of Quality Assurance Manager in a contact center
• 3+ years of managing Team Leads in QA department
• 2+ years working in an online social gaming environment considered an asset
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
• A natural desire and pursuit for process improvement
• Comfortable with presenting findings and recommendations to senior management
• Fluid, adaptable and flexible to manage teams across several time zones and countries

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play games.

With high-quality, acclaimed brands including Chumba Casino, Global Poker and LuckyLand Slots, we entertain and delight over one million players in North America.

As pioneers in sweepstakes promotions for online social games, we also offer our players the opportunity to redeem incredible prizes.

At VGW, one of our core values is "our players come first". This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we're more than just a team. We're a diverse and inclusive group of individuals, each playing a vital role in our success.

Our core values are clear and strong; we win together, do what's right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported.

We recognise that life is more than just work - that's why we're all about flexibility so you can strike a healthy balance between your personal life and career.

We're also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement.

And to top it off, we back this all up with competitive compensation, perks and benefits.

But it's not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It's our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we'll achieve remarkable things.

If you want to join a team that does things differently, apply today - we look forward to seeing what you can bring to our team.

Find out more at www.vgw.co

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process.

Please advise our Talent Acquisition Specialist in advance should accommodation be required.

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