Quality Control and Assurance Manager

4 weeks ago

Canada Pragmatic Play Limited Full time

ARRISE powering Pragmatic Play, a top-tier provider of player-beloved content in the iGaming realm. we're a dynamic force in software development and services, crafting end-to-end digital solutions. With our headquarters nestled in Gibraltar and a global presence spanning Malta, Romania, India, Canada, and Bulgaria, we boast a vibrant team of over 5,000 skilled individuals. Role Overview: Purpose: To organize, coordinate, supervise, and verify the activities of the QC specialists and Trainers, ensuring top-notch quality assurance and effective training within our organization.
Manage QC and Training departments. Guide and direct QC and Training review processes.
Improve operational efficiency though overseeing effective training plans and driving a culture of continuous capability improvement.
Quality and Regulatory Compliance: Ensure activities meet regulatory requirements and industry standards. Evaluate program quality, effectiveness, and training needs. Oversee objectives and activities of QC Manager and Training Manager. Minimize defects/incidents though targeted training and QC monitoring.
Process Improvement and Analysis: Develop quality processes and training initiatives. Analyze data to monitor trends, evaluate service quality gaps, and improve training processes.
Leads initiatives to develop and improve quality processes with the respective departments.
Plans, measures, and analyses data, monitors trends and evaluates the quality of processes and services and service quality gaps.
Staff Management: Provide feedback, conduct general and individual meetings, manage departmental expenses within budget.
Ensures the work performed by quality control specialists staff meets regulatory requirements, industry standards, practices or expectations as set by the Casino Management relative to evaluating program quality and effectiveness, as well as identifying areas for improvement and forecasting future program needs.
Review and approve reports for management submission. Make informational presentations to department and executive management regarding quality and training improvements.
Assist in developing annual Quality Control and Training Review Plans.
Proactively evaluate and identifies opportunities for improvement in the Quality and Training Processes along with the Quality and Training outputs.
Work effectively with management and HR team. Participate in managerial responsibilities aligned with Pragmatic Play's policies and laws.
Update and disseminate all forms and documents to maintain compliance in Quality and Training Departments
Responsibilities include interviewing, hiring, training, and managing performance of QC and Training staff.
Perform additional tasks related to QC and Training as needed or agreed with operational managers and board of directors.
A bachelor’s degree in business administration, Quality Assurance, Educational Training, or a related field. Excellent communication skills, both verbal and written, in English. Knowledge of Serbian or other languages is a plus.
Relevant certifications in quality assurance, training, or leadership (e.g., Extensive experience in quality assurance and training, with at significant time spent in leadership roles.
Proven track record in managing QC and training departments, preferably in the iGaming industry or similar sectors.
Strong knowledge of quality assurance standards and training methodologies.
Proficient in data analysis tools and reporting software.
Exceptional leadership and people management skills.
Ability to inspire and motivate teams towards achieving quality and training excellence.
Proven ability to manage cross-functional teams and multi-disciplinary projects.
Strong strategic planning and organizational skills.
Exceptional problem-solving abilities and adeptness in managing complex quality and training issues.
Resilience in facing challenges and unforeseen events in QC and training.
Join Us: As Head of QC and Training, you'll be pivotal in shaping our culture of excellence and innovation. Lead the charge in enhancing our company's performance in Serbia and globally.

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