Description:
The mission of the team seeking this role is to provide world-class support to customers of a well-known global gaming platform. This will be achieved through continuous learning, focused problem-solving, and the resulting provision of consistently high-quality customer experiences.
The Quality Team Leader will play an important role in ensuring consistent high-quality customer experiences, with responsibility for building and developing a team of Quality Analysts (QAs) to achieve this. Alongside this, they will continue to play a significant role in ongoing daily Quality Assessment, to ensure they are fully up to date with Quality methods and processes.
Flexibility in relation to working hours is required based on business requirements - in particular, seasonal client events. All applicants should be willing to work variable shift pattern, weekends, early starts, late finish, depending on client requirements.
The Quality Team Leader will be an integral contributor to the team, working within and promoting the Company Values: Be Brave, Be Wise, Be Proud, Exceed.
Key Responsibilities
Duties and Responsibilities
- To directly coach and manage a team of QAs in line with company and client requirements.
- To contribute to the core Quality Assessment task carried out by the team, increasing participation during periods of QA Annual Leave or other absence.
- To lead in relation to team Quality Analysis and provide first review and opinion on any Quality reporting.
- To ensure adherence to agreed processes and policies within the allocated team, for assurance of high-quality servicing.
- To motivate the team to provide best-in-class service, developing and maintaining a positive working environment for the team, based on open communication.
- To contribute to positive Client Relationship development through positive operational intent and strong results-orientation.
- To operate with honesty, integrity and transparency in all aspects of the work.
Duties
- To participate in a significant amount of Quality Assessment and ensure to maintain those skills over time.
- To oversee team and individual performance through continuous monitoring of QA performance, and be accountable for team development.
- To ensure that agreed Service Levels are being met by the Quality team.
- To ensure QAs receive all appropriate training, both initially and on an ongoing basis.
- To run team meetings and Calibrations, and lead on behalf of Quality at TQO Meetings and Client Calibrations.
- To handle queries, issues or complaints that have been escalated from the team, in line with the processes agreed with the client.
- To seek out opportunities for continuous improvement, through Quality Analysis or other means, and engage with the appropriate colleagues to achieve same.
- To maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs…)
- To participate in internal & client reporting, as required, acting as first point of review for all Quality reporting.
- To carry out all aspects of People Management requirements, including 1-to-1s and initiation of any necessary Performance Improvement Planning or Disciplinary actions.
- To carry out any other ad hoc duties that may arise during the development of the role or operation, including regular quality assessments and spot-checks/topic-specific reviews.
Essential Competencies
The suitable candidate must have a deep-rooted passion for delivering success. The suitable candidate will have strong experience and working knowledge of:
- a desire to create a collaborative environment, and to participate in that collaboration, while taking overall responsibility for the team.
- evidence of enhanced results through individual and team coaching.
- the confidence and personal strength to direct and motivate others
- being an inquisitive problem-solver who ‘gets ahead’ of potential issues.
- an ability to drill into detail, while never losing sight of the bigger picture.
- quantifiable personal and/or team successes in the past
- conscientiousness, and the ambition to participate in the development of a successful operation.
- an ability to see the ‘client view’, understanding the impact of the work on the development of the relationship.
- willingness to be flexible in their work, and adaptable to a range of activities on any given day.
- Ability to efficiently work to specified project delivery deadlines
- Communication & interpersonal skills
- Proficiency in Microsoft office suite
- Excellent attention to detail, accuracy and diligence
- Must be a good team player
- Excellent time management skills
- Flexible and innovative
Candidate Experience
Essential Skills and abilities:
- Knowledge of Steam Support systems preferred.
- Minimum of 6 months’ experience in the area of Steam Support Quality, or 1 years’ experience in Quality not related to Steam Support.
- Minimum of 1 years’ experience in People Management (or past/ongoing involvement in internal Management Development Training)
- Third-level qualification in business or a related discipline beneficial.
- High fluency in English, and in any other stated role-specific language, with excellent comprehension (verbal and written), spelling, grammar and punctuation.
- Excellent knowledge of Microsoft Office products, especially Excel and Outlook, and a strong willingness to develop and learn other tools and systems for analytical work.
- Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance.
- Excellent analytical and decision-making skills.
- Demonstrated ability to perform well in a rapidly changing environment and across multiple teams.
- Proven track record of collaborating with cross-functional groups to produce results.
Further Information
- Location: from home at the moment – office based in Sandyford, Dublin 18
- Contract: Permanent - Fulltime
- Working hours: 40h/week Flexible to work weekends
- Salary: Competitive salary
Covalen delivers consulting, managed solutions and outsourcing to leading, global companies. Part of the Cpl group, we work with businesses looking to gain efficiencies, drive exceptional customer experiences, and maximise competitive advantage