Head of Quality Control and Training

ARRISE; United Arab Emirates; On-site; AED 250,000 - 300,000; Full time

Job summary

A leading iGaming company is seeking a Head of QC and Training. This role involves overseeing the QC and Training departments to ensure top-notch quality assurance and effective training. Responsibilities include managing staff, ensuring compliance with regulatory standards, and leading continuous improvement initiatives. Candidates should have a bachelor's degree, excellent communication skills in English, and extensive leadership experience in quality assurance and training. This position offers a unique opportunity to make a significant impact on the company's performance in the UAE and globally.

Qualifications

• Bachelor’s in business administration or related field required.
• Excellent English communication skills are essential.
• Relevant quality assurance and training certifications are advantageous.
• Extensive experience in quality assurance and training, especially in leadership roles.

Responsibilities

• Manage QC and Training departments and improve operational efficiency.
• Ensure compliance with regulatory requirements and quality standards.
• Analyze data to identify quality gaps and lead improvements.
• Provide feedback and manage performance of QC and Training staff.

Skills

Excellent communication skills

Leadership skills

Data analysis

Problem-solving

Strategic planning

Education

Bachelor's degree in business administration

Master's degree preferred

Tools

Data analysis tools

Reporting software

Job description

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.

Key Responsibilities

• Supervisory Oversight: Manage QC and Training departments; Assign tasks based on complexity and required skill levels; Guide and direct QC and Training review processes; Improve operational efficiency through 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; Identify areas for improvement and forecast future program needs.
• Department Coordination: Oversee objectives and activities of QC Manager and Training Manager; Ensure team activities align with approved KPIs; Understand and adhere to operational processes; Minimize defects/incidents through 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; Lead initiatives to develop and improve quality processes with the respective departments; Plan, measure, and analyze data, monitor trends, and evaluate the quality of processes and services, and service quality gaps.
• Staff Management: Provide feedback, conduct general and individual meetings, manage departmental expenses within budget; Ensure 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.
• Reporting and Communication: Review and approve reports for management submission; Make informational presentations to department and executive management regarding quality and training improvements.
• Program Review and Evaluation: Handle complex or sensitive cases; Assist in developing annual Quality Control and Training Review Plans; Proactively evaluate and identify opportunities for improvement in the Quality and Training Processes along with the Quality and Training outputs.
• Organizational Contribution: Exemplify desired culture and philosophies; Work effectively with management and HR team; Participate in managerial responsibilities aligned with Pragmatic Play's policies and laws; Liaise with appropriate departments when potential needs for improvement are identified, for mitigation; Update and disseminate all forms and documents to maintain compliance in Quality and Training Departments.
• Staff Development: Responsibilities include interviewing, hiring, training, and managing the performance of QC and Training staff.
• Operational Flexibility: Perform additional tasks related to QC and Training as needed or agreed with operational managers and board of directors.

Required Qualifications and Skills

• A bachelor’s degree in business administration, Quality Assurance, Educational Training, or a related field. A Master\u2019s degree is preferred.
• Excellent communication skills, both verbal and written, in English.
• Relevant certifications in quality assurance, training, or leadership (e.g., ISO 9001, Certified Trainer, etc.) are advantageous.
• Extensive experience in quality assurance and training, with 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.
• Familiarity with industry-specific regulations and compliance standards.
• 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.

Strategic Thinking and Problem-Solving

• Strong strategic planning and organizational skills.
• Exceptional problem-solving abilities and adeptness in managing complex quality and training issues.
• Capacity for innovative thinking and continuous improvement.
• 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 UAE and globally. Embark on this exciting journey with us!

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