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customer support google sheets quality assurance qa team leadership📋 Description
- Manage and guide a QA team focused on evaluating customer support calls, chats, and emails.
- Ensure all customer interactions meet high-quality standards and comply with gambling industry regulations.
- Provide regular coaching, training, and constructive feedback to QA specialists.
- Develop, calibrate, and improve QA scorecards and evaluation processes.
- Track team performance metrics and prepare quality reports for stakeholders.
🎯 Requirements
- Minimum of 6 months of proven experience as a Team Lead, Manager, or Supervisor.
- Solid background in Quality Assurance for customer service (monitoring calls, chats, emails) or experience in Customer Support.
- Experience in gambling, iGaming, or sports betting is a plus.
- Hands-on coaching and performance reviews experience.
- Strong analytical mindset with attention to detail in QA evaluations.
- Experience with Google Sheets and building basic reports.
🎁 Benefits
- Highly autonomous self-starter who identifies weak spots and fixes issues without micromanagement.
- Proactive problem solver who brings ready solutions and ideas to management.
- Exceptionally reliable and trustworthy, taking full ownership of operations.
- High emotional intelligence, delivering sensitive feedback fairly and objectively.
- Adaptive to changes and able to work in a fast-paced environment.
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