Quality Assurance Manager

YesPlay; Wes-Kaap; On-site; ZAR 30,000 - 50,000; Full time

Job summary

YesPlay, a premier online betting platform in South Africa, is looking for a Quality Assurance Manager to lead the quality of their customer support team. This role involves managing quality frameworks, conducting audits, and optimizing training materials to ensure excellent service delivery. We're seeking an analytical and communicative professional with a strong attention to detail, looking to make a significant impact in a fast-paced environment.

Qualifications

• 2-3 years of experience as a QA Specialist or Manager.
• Good knowledge of quality assurance principles.
• Experience creating tailored quality scorecards.

Responsibilities

• Develop and implement quality frameworks for customer support.
• Conduct audits of agents' ticket responses for adherence.
• Prepare and manage knowledge base articles for agents and users.

Skills

Analytical skills

Communication skills

Attention to detail

Problem-solving skills

Organizational skills

Education

Bachelor degree in business or Call center and Operations Management

Tools

Zendesk

Excel

PowerPoint

Job description

Job Description: Quality Assurance Manager

Company Overview: YesPlay is an online betting operator, licensed by the Western Cape Gambling and Racing Board, under license number: 10180204-012. After joining the bookmakers’ playing field in 2013, we are now one of South Africa’s leading and most trusted betting platforms. Yesplay.bet offers a variety of exciting games ranging from slots, lucky numbers and sports betting, to live casino style games from renowned developers such as Habanero, BetGames, Evolution Gaming, Ezugi and Pragmatic Play. If you are looking for a collaborative dream-team and join the mission to provide excellent customer service then this is your sign to say YES and join our team as we continue to say YES to opportunity and making the impossible possible.

About the Role: As the customer support team grows, we are looking for a designated Quality Manager who has experience as a Quality Assurance Manager/Specialist who can now fulfill the role of managing and improving the overall quality of our customer support department. The candidate must be capable of working well in a team, as well as independently as a manager, who will be responsible for managing agents and being constructive in the way that they provide feedback, conduct training and also be assertive where necessary. It is important that this person is a forward-thinker and is able to understand the issues which Agents are facing and how they ought to be resolved by communicating the issues effectively and providing reasonable solutions. This will be part of the candidate’s requirement to assist the Head of customer support compile, update and frequently review the end user and customer support agent Knowledge Base.

Duties & Responsibilities:

Company quality framework:

• Develop a customized quality framework that aligns with Yesplay's specific requirements and customer expectations.
• Implement a customer-centric scorecard within the framework to effectively measure quality.
• Integrate quality framework/scorecard on Zendesk Klus in order to facilitate review of agent tickets
• Define clear and achievable quality targets for customer support agents and ensure these are effectively communicated to the team.

Quality control of agents' responses to tickets and calls:

• Identifying the need for new and updating of existing company guidelines and policies.
• Conduct daily audits of agents' ticket responses to ensure accuracy, professionalism, and adherence to company guidelines and policies.
• Provide feedback and coaching to agents to improve their ticket-handling skills and quality.
• Identify trends or recurring issues in ticket responses and work with the head of customer support to address them.20% of the day to be dedicated to customer-facing activities such as tickets and calls to stay in tune with customer needs and identify areas of improvement

Quality + product material for training program:

• Collaborate with the relevant teams to develop and update training materials that accurately reflect the product features, updates and best practices.
• Ensure the training materials are comprehensive, engaging, and aligned with the company's quality standards.
• Conduct training sessions for new agents and provide ongoing training support as needed.

Quality control for onboarding and training of agents:

• Develop and implement quality control processes for agent onboarding and training, including assessments, evaluations and feedback.
• Monitor the effectiveness of training programs and identify areas for improvement. -
• Work closely with relevant teams to ensure smooth onboarding and training experiences for new agents.

Preparing, Updating and Managing a Knowledge Base for both agents and end users:

• Gathering all customer support processes and documenting them in a clear and concise manner. Using tools such as Zendesk internal and external knowledge base, creating flowcharts, presentations and other forms of documentation to describe the business processes followed by the customer support team.
• Create and maintain knowledge base (KB) articles in Zendesk to provide accurate and up-to-date information to both agents and end users.
• Organizing information, creating clear and concise articles for both end users and customer support agents Regularly review and update KB articles to ensure their relevance and accuracy.
• Develop clear and concise descriptions of customer support business processes to guide agents in their daily operations. Integrating a chatbot with the knowledge base to automate the process of providing answers to end users by configuring the chatbot to fetch relevant articles from the KB based on user queries, ensuring that the responses are concise and helpful.

Key Performance Indicators:

• Agent Ticket Quality: Achieve and maintain a high level of accuracy, professionalism, and adherence to company guidelines in agents' ticket responses. Agent CSAT of 72%
• Training Effectiveness: Measure the success of training programs based on agent performance improvement, knowledge retention and customer satisfaction.
• KB Utilisation: Monitor the usage and effectiveness of the knowledge base by agents and end users, ensuring it is a valuable resource for both parties.
• Onboarding and Training Quality: Assess the quality of the onboarding and training process by evaluating agent performance and QA scorecard results.

Essential Requirements:

• 2-3 years of experience as a QA Specialist or QA Manager.
• Bachelor degree in business / Call center and Operations Management and/or coaching / teaching.
• Good knowledge of quality assurance principles, methods and best practices.
• Excellent communication skills, both written and verbal, to effectively interact with team members, agents, management and stakeholders.
• Analytical and problem-solving skills to identify patterns, trends and areas for improvement.
• Experience in creating a tailored quality scorecard to meet specific business needs
• Attention to detail to ensure the accuracy and quality of ticket responses, training materials and knowledge base articles.
• Experience compiling flowcharts, customer support guidelines, and feedback in one-on-one sessions is a plus.

Desirable Criteria

• Experience with Zendesk and knowing how to navigate Zendesk reports / tools, particularly Zendesk’s QA tools.
• Experience with Zendesk Klus will be a bonus
• Solid experience with excel and powerpoint.
• Previous experience creating content / KB/
• Experience with compiling training manuals, clear SOPs, training / onboarding.
• Previous experience in the fin-tech space or online gambling industry (not mandatory).
• Previous experience working with AI technology and automation of processes - e.g building AI scripts and flowcharts.

Personal Competencies:

• Excellent organizational skills to manage multiple tasks and priorities effectively.
• Ability to work collaboratively with agents, trainers and relevant teams.
• Willingness to learn continuously and stay updated with industry trends and best practices in quality assurance.
• Proactive and able to work independently with minimal to no supervision, ensuring tasks and projects are completed within the assigned deadlines.
• Eloquent, methodical and hands-on.
• Detail-orientated and results driven.

Looking for someone who has a passion for quality, a willingness to learn, teach others and encourage growth / drive results and has the ability to adapt to company processes and requirements would be successful in this role.

Should you have any further questions or queries regarding the above, please do not hesitate to contact us by emailing [e-mail] and we will be glad to assist.