Head of Quality Control and Training Oaktech Services FZ-LLC

الوصف الوظيفي

الأدوار والمسؤوليات

الملف الشخصي المطلوب للمرشحين

• Manage QC and Training departments.
• Assign tasks based on complexity and required skill levels.
• Guide and direct QC and Training review processes.
• Improve operational efficiency through overseeing effective training plans and driving a culture of continuous capability improvement.

• Ensure activities meet regulatory requirements and industry standards.
• Evaluate program quality, effectiveness, and training needs.
• Identify areas for improvement and forecast future program needs.

• Oversee objectives and activities of QC Manager and Training Manager.
• Ensure team activities align with approved KPIs.
• Understand and adhere to operational processes.
• Minimize defects/incidents through targeted training and QC monitoring.

• Develop quality processes and training initiatives.
• Analyze data to monitor trends, evaluate service quality gaps, and improve training processes.
• Lead initiatives to develop and improve quality processes with the respective departments.
• Plan, measure, and analyze data, monitor trends, and evaluate the quality of processes and services, and service quality gaps.

• Provide feedback, conduct general and individual meetings, manage departmental expenses within budget.
• Ensure the work performed by quality control specialists staff meets regulatory requirements, industry standards, practices, or expectations as set by the Casino Management relative to evaluating program quality and effectiveness, as well as identifying areas for improvement and forecasting future program needs.

• Review and approve reports for management submission.
• Make informational presentations to department and executive management regarding quality and training improvements.

• Handle complex or sensitive cases.
• Assist in developing annual Quality Control and Training Review Plans.
• Proactively evaluate and identify opportunities for improvement in the Quality and Training Processes along with the Quality and Training outputs.

• Exemplify desired culture and philosophies.
• Work effectively with management and HR team.
• Participate in managerial responsibilities aligned with Pragmatic Play's policies and laws.
• Liaise with appropriate departments when potential needs for improvement are identified, for mitigation.
• Update and disseminate all forms and documents to maintain compliance in Quality and Training Departments.

• Responsibilities include interviewing, hiring, training, and managing the performance of QC and Training staff.

• Perform additional tasks related to QC and Training as needed or agreed with operational managers and board of directors.

• A bachelor’s degree in business administration, Quality Assurance, Educational Training, or a related field. A Master's degree is preferred.
• Excellent communication skills, both verbal and written, in English. Knowledge of Serbian or other languages is a plus.
• Relevant certifications in quality assurance, training, or leadership (e.g., ISO 9001, Certified Trainer, etc.) are advantageous.
• Extensive experience in quality assurance and training, with significant time spent in leadership roles.
• Proven track record in managing QC and training departments, preferably in the iGaming industry or similar sectors.
• Strong knowledge of quality assurance standards and training methodologies.
• Proficient in data analysis tools and reporting software.
• Familiarity with industry-specific regulations and compliance standards.
• Exceptional leadership and people management skills.
• Ability to inspire and motivate teams towards achieving quality and training excellence.
• Proven ability to manage cross-functional teams and multi-disciplinary projects.

• Strong strategic planning and organizational skills.
• Exceptional problem-solving abilities and adeptness in managing complex quality and training issues.
• Capacity for innovative thinking and continuous improvement.
• Resilience in facing challenges and unforeseen events in QC and training.