Gameskraft - Quality Manager (5-6 yrs)

Quality Manager

About the job:

Job Summary:

- We are seeking a passionate and results-oriented Quality Manager to lead our quality assurance team in delivering exceptional customer experiences in the fast-paced online gaming industry.

- The ideal candidate will oversee a team of quality analysts, champion the voice of the customer (VOC), and drive process improvements through modern quality management tools and AI-powered solutions.

- This role requires exceptional leadership skills, a deep understanding of customer sentiment, and the ability to collaborate with cross-functional teams to ensure excellence across all customer touchpoints.

Key Responsibilities:

Team Leadership & Management:

- Lead, mentor, and inspire a team of 9-10 quality analysts to achieve organizational objectives and consistently deliver exceptional results.

- Conduct regular performance reviews, provide constructive feedback, and implement coaching strategies to support professional growth and skill enhancement.

- Demonstrated ability to unlock the full potential of team members, fostering a culture of excellence and continuous improvement.

Quality Assurance Processes:

- Manage the sampling of voice and non-voice customer interactions for a multi-brand business operation, ensuring precise allocation to quality auditors by defining what to audit, who will audit, and at what frequency.

- Monitor and evaluate customer interactions to uncover opportunities for enhancing quality standards, refining products, or improving processes.

- Develop and execute a comprehensive quality roadmap tailored to both existing and new brands, ensuring optimal performance and alignment with business objectives.

Customer Sentiment & Insight Generation:

- Develop and implement a robust insight generation framework tailored to products at various stages of their lifecycle-differentiating between new and existing brands

- Leverage AI-driven quality management tools to analyze customer sentiment and generate actionable insights.

- Spearheaded initiatives to enhance customer experience based on sentiment analysis and VOC data.

Collaboration with Stakeholders:

- Engage directly with customer support agents-the frontline representatives who interact with customers daily-to gain valuable insights and ensure a customer-centric approach to problem-solving.

- Partner closely with customer support, training, business, and product teams to identify and resolve customer pain points, ensuring the delivery of effective solutions rather than merely escalating issues.

- Collaborate with senior leadership to design and propose strategies that tackle recurring challenges, driving enhancements in product offerings and process efficiency.

Quality Management Tools:

- Implement and manage quality management systems to streamline workflows, reporting, and analysis.

- Stay updated on the latest advancements in quality management and ensure tools & resources are used effectively.

Process Improvements:

- Translate VOC feedback into actionable strategies to optimize processes and improve product offerings.

- Design and implement metrics to measure the effectiveness of quality assurance programs.

Analytical Mindset:

- Strong analytical mindset with the ability to interpret complex data and derive actionable insights.

- Proficiency in Microsoft Excel, including advanced functions (e.g., pivot tables, VLOOKUP, data visualization tools) for data analysis and reporting.

Qualifications & Skills:

- Education: Bachelor's degree/ master's

- Technology Skills: Hands-on experience working with Ticketing/CRM Solutions - FreshDesk/Zendesk/Salesforce, MS Office - Excel/Word/Powerpoint, Dialer Solutions - Exotel/Genesys etc.

- Experience: Minimum of 5 years in quality assurance, with at least 2 years in a managerial role.

- AI Prowess: Strong understanding of quality management tools and AI-powered platforms for customer sentiment analysis.

- Team Player: Proven ability to lead and manage a team, fostering collaboration and driving results.

- Self-starter: Exceptional analytical skills, problem-solving acumen, and communication skills.

Preferred Certifications:

- Certified Quality Auditor (CQA)

- Six Sigma Green/Black Belt

- Certifications in AI-powered quality management tools (if applicable)