Contact Centre Quality Assurance Manager

3 weeks ago

Toronto, Ontario, Canada VGW Full time

VGW is a fast-growing technology company and creator of market-leading online social games. With offices around the globe, we're on a mission to be the biggest gaming company in the world

We are currently looking for a Quality Assurance Manager to join our team Reporting to the Head of Central Services, the successful candidate 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 has been disrupting the online gaming world since 2010 and we're only getting started. We've assembled an incredibly talented global team who bring their passion, energy and expertise to build games that people love.

At VGW, we have a modern approach to getting work done and a focus on creating an environment where amazing people can do amazing work. That means giving you the flexibility you need, providing spaces that will keep you comfortable and finding opportunities for you to keep learning and growing.

Find out more at

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

Why VGW?

We are on a huge mission to become the biggest gaming company in the world. As we grow to meet this goal, we need talented people rich in diversity to propel us forward. We truly believe the right mix of diversity and authenticity will be our winning hand.

We are committed to creating a diverse, engaging and inclusive culture for our people to shine, with a workplace that honours your experiences, perspectives, unique identity and passions. For those reasons, we encourage you to browse our employment opportunities and apply today. Please let us know of any accommodations you may need during the application process.

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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