Quality Assurance Manager (On-site)

Worka. Nova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back-office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, i. Gaming, and e-commerce industries, supporting more than 10+ languages. We are seeking for experienced Quality Assurance Manager for live chats in i.

Gaming industry to join our team.

• Daily review and evaluation of Customer Support chat interactions across multilingual teams to ensure quality, accuracy, and compliance with internal guidelines
• Identifying areas for improvement within CS processes and suggesting corrective actions
• Preparing clear and structured weekly QA reports for management
• Collaborating with team leads and CS agents to provide feedback and support continuous improvement
• Monitoring adherence to communication standards, and company protocols
• Participating in creating and updating internal quality procedures
• Maintaining accurate documentation within company QA software
• Supporting management in ensuring high performance and consistency across Customer Support teams Requirements
• Bachelor’s or Master’s degree, or equivalent practical experience
• Minimum 1 year of work experience in Customer Support (experience in QA is a strong plus)
• Excellent knowledge of English; additional languages are an advantage (German preferred)
• Strong attention to detail, responsibility, and ability to multitask
• Good analytical and reporting skills
• Ability to work independently as well as in a dynamic team environment Benefits Competitive fixed salary Opportunity for professional growth within the company Supportive, positive and collaborative work environment Private health insurance Happy hour