Quality Assurance Team Leader

2 days ago

Paranaque City, Calabarzon, Philippines Digiplus Interactive Corp. Full time ₱900,000 - ₱1,200,000 per year

1 week ago Be among the first 25 applicants

Direct message the job poster from DigiPlus Interactive CorpDigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates PeryaGame and GameZone, with more to come.

For more information, visit: Duties and Responsibilities:Update and ensure that training materials and resources are up-to-date

He/She will analyze inbound/outbound calls, chat and email interactions, present findings to our leadership team and identify training needs

Overall point of contact in terms of Training and Quality Data gathering and AnalysisPrepare reports for leadership team/key stakeholders regarding trends in associate performance and opportunities for process or training improvements

Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and Department-Wide performance

Utilize a quality scoring tool to log insights and provide product feedback to improve the tool

Assist in training and mentoring other QA analysts as needed

Participate in regular meetings for calibration and coaching strategy

Develop insights and recommendations from analysis of quality audits

Keep up to date on all necessary processes, products, and policies impacting the operation

Provide coaching and feedback to Training and Quality Specialist on how to improve facilitation of training classes

Build and maintain the Training ProgramEnsure trainees have all of the resources they need to be successful, including documented processes and adequate training materials

Plan training sessions and accurately reinforce essential knowledge, skills, and processes

Create a welcoming and encouraging environment for learners to ask questions and actively engage in the learning process

Break down complex information and demonstrate adaptability and agility in training approach in response to differences in learner's style and ability

Evaluate the learners' skill level and knowledge gaps and communicate training progress to their managers/supervisors/team leaders

Evaluate training program effectiveness through assessments, surveys, and feedback, analyze the results to suggest modifications to the training materials/approach

Work closely with the leadership team to ensure alignment between training initiatives and operational needs

Qualifications:Preferebly College Graduate – Bachelor's degree or minimum of second year college level completed

Minimum four (4) years experience as a Team Leader is required

One (1) year experience as a Trainer or Learning Specialist or Quality Analyst/Specialist is preferred

Online Gaming Industry/Casino experience will be an advantage

Background in Data Analysis, Data Analytics, Six Sigma/Process improvement in the service industry is highly preferred

Strong Knowledge of Contact Center OperationsKnowledgeable in quality analysis and data driven individual

Strong understanding of the Gaming IndustryAbove Average Written and Verbal Communication skills in both English and TagalogProficient to Expert level in using Microsoft ExcelFundamental understanding and ability to apply adult learning principles

Excellent understanding of Customer Experience and Customer Support best practices

Ability to identify trends and root causes of these trends

Previous quality monitoring experience

Previous Business Process Improvement experience

Work experience in a startup environment

Willing and able to work on shifting schedule to support 24/7 operations

Willing and able to work on holidays

Willing to work on-site/in-office daily

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

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