Job Description
The QA Team Lead will manage and mentor a team of quality analysts, fostering a positive environment. They will develop and implement a QA framework for customer service interactions, monitor these interactions, and track KPIs. The role involves providing feedback, conducting coaching sessions, and creating reports on quality metrics. Collaboration with training teams and other departments is essential, along with identifying process improvements and addressing quality-related concerns. The candidate must ensure customer service practices adhere to company policies and regulatory requirements. The successful candidate will also leverage QA tools to improve monitoring processes and reporting accuracy.
Must Have:
- Strong leadership and team management abilities
- Exceptional communication and interpersonal skills
- Detail-oriented with high accuracy and confidentiality
- Ability to adapt to a fast-paced environment
Perks:
- Annual Performance Bonus
- Referral Hire Bonus
- Health and Life Insurance
- IT Asset provided
- 5 days working
- Paid leaves of 26 days
- Team fun activities
- Quarterly Team Outings
Who We Are
Sporty Group is a consumer internet and technology business with an unrivalled sports media, gaming, social and fintech platform, which serves millions of daily active users across the globe via technology and operations hubs in more than 10 countries and 3 continents.
The recipe for our success is to discover intelligent and energetic people, who are passionate about our products and serving our users and attract and retain them with a dynamic and flexible work life, which empowers them to create value and rewards them generously based upon their contribution.
We have already built a capable and proven team of 450+ high achievers from a diverse set of backgrounds and we are looking for more talented individuals to drive further growth and contribute to the innovation, creativity and hard work that currently serves our users further via their grit and innovation.
Responsibilities:
• Manage and mentor a team of quality analysts, fostering a positive and motivating environment. • Develop and implement a QA framework specific to customer service interactions, ensuring it aligns with organisational goals • Regularly monitor customer service interactions (calls, chats, emails) to assess quality and compliance with standards. • Define and track key performance indicators (KPIs) for the customer service team, such as customer satisfaction scores, response time, and resolution rates. • Provide constructive feedback to customer service representatives based on evaluations, and conduct regular coaching sessions to improve performance. • Create and present reports on quality metrics, trends, and areas for improvement to management and stakeholders. • Collaborate with training teams to develop training materials and programs that enhance the skills of customer service representatives. • Identify and recommend process improvements to enhance customer experience and operational efficiency. • Gather and analyse customer feedback to identify pain points and areas for enhancement in service delivery. • Ensure that customer service practices adhere to company policies and regulatory requirements. • Work closely with other departments (such as operations, product, and marketing) to align customer service quality initiatives with broader business goals. • Leverage QA tools and technologies to streamline monitoring processes and improve reporting accuracy. • Address and resolve any quality-related disputes or concerns within the customer service team.
Requirements:
• Minimum HSC required • 3+ Years of work experience required • Strong leadership and team management abilities, with a track record of successfully managing and managing a team. • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. • Detail-oriented with a high degree of accuracy in work output and a commitment to maintaining confidentiality. • Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and meeting deadlines.
Benefits :
Annual Performance Bonus Referral Hire Bonus Health and Life Insurance IT Asset provided 5 days working Paid leaves of 26 days (excluding 08 public holidays) Team fun activities Quarterly Team Outings Highly talented, dependable co-workers in a global, multicultural organization Our teams are small enough for you to be impactful Our business is globally established and successful, offering stability and security to our Team Members
Our Mission:
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users 2. Act in the Long-Term Interests of Sporty 3. Focus on Product Improvements & Innovation 4. Be Responsible 5. Preserve Integrity & Honesty 6. Respect Confidentiality & Privacy 7. Ensure Stability, Security & Scalability 8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test On-site screening with our Talent Acquisition Team On-site interview loop with 2 Team Members (30 mins each) Followed by an offer discussion on the same day
Responsibilities:
• Manage and mentor a team of quality analysts, fostering a positive and motivating environment. • Develop and implement a QA framework specific to customer service interactions, ensuring it aligns with organisational goals • Regularly monitor customer service interactions (calls, chats, emails) to assess quality and compliance with standards. • Define and track key performance indicators (KPIs) for the customer service team, such as customer satisfaction scores, response time, and resolution rates. • Provide constructive feedback to customer service representatives based on evaluations, and conduct regular coaching sessions to improve performance. • Create and present reports on quality metrics, trends, and areas for improvement to management and stakeholders. • Collaborate with training teams to develop training materials and programs that enhance the skills of customer service representatives. • Identify and recommend process improvements to enhance customer experience and operational efficiency. • Gather and analyse customer feedback to identify pain points and areas for enhancement in service delivery. • Ensure that customer service practices adhere to company policies and regulatory requirements. • Work closely with other departments (such as operations, product, and marketing) to align customer service quality initiatives with broader business goals. • Leverage QA tools and technologies to streamline monitoring processes and improve reporting accuracy. • Address and resolve any quality-related disputes or concerns within the customer service team.
Requirements:
• Minimum HSC required • 3+ Years of work experience required • Strong leadership and team management abilities, with a track record of successfully managing and managing a team. • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. • Detail-oriented with a high degree of accuracy in work output and a commitment to maintaining confidentiality. • Ability to adapt to a fast-paced and dynamic environment, managing multiple priorities and meeting deadlines.
Benefits :
Annual Performance Bonus Referral Hire Bonus Health and Life Insurance IT Asset provided 5 days working Paid leaves of 26 days (excluding 08 public holidays) Team fun activities Quarterly Team Outings Highly talented, dependable co-workers in a global, multicultural organization Our teams are small enough for you to be impactful Our business is globally established and successful, offering stability and security to our Team Members
Our Mission:
Our mission is to be an everyday entertainment platform for everyone
Our Operating Principles
1. Create Value for Users 2. Act in the Long-Term Interests of Sporty 3. Focus on Product Improvements & Innovation 4. Be Responsible 5. Preserve Integrity & Honesty 6. Respect Confidentiality & Privacy 7. Ensure Stability, Security & Scalability 8. Work Hard with Passion & Pride
Interview Process
On-site 30 min Aptitude Test On-site screening with our Talent Acquisition Team On-site interview loop with 2 Team Members (30 mins each) Followed by an offer discussion on the same day
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