Manager - QC and Training
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About the Position
Manager - QC and Training
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About Us
ARRISE is a top-tier provider of player-beloved content in the iGaming realm. We're not just a company; we're a dynamic force in software development and services, crafting end-to-end digital solutions. With our headquarters nestled in Gibraltar and a global presence spanning Malta, Romania, India, Canada, and Bulgaria, we boast a vibrant team of over 5,000 skilled individuals. Together, we form a cross-functional powerhouse fueled by decades of experience across diverse industries and professions. Our shared drive propels us to deliver excellence every day.
Role Overview
Purpose: To organize, coordinate, supervise, and verify the activities of the QC specialists and Trainers, ensuring top-notch quality processes and effective training within our organization. Quality Control focuses on monitoring and ensuring the excellence of our products by evaluating them against specific quality parameters and established standards, fostering consistency and delivering exceptional outcomes.
Responsibilities
Supervisory Oversight
- 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.
Quality and Regulatory Compliance
- Ensure activities meet regulatory requirements and industry standards.
- Evaluate program quality, effectiveness, and training needs.
- Identify areas for improvement and forecast future program needs.
Department Coordination
- 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.
Process Improvement and Analysis
- 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.
Staff Management
- 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.
Reporting and Communication
- Review and approve reports for management submission.
- Make informational presentations to department and executive management regarding quality and training improvements.
Program Review and Evaluation
- 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.
Organizational Contribution
- 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.
Staff Development
- Responsibilities include interviewing, hiring, training, and managing the performance of QC and Training staff.
Operational Flexibility
- Perform additional tasks related to QC and Training as needed or agreed with operational managers and board of directors.
Requirements
Required Qualifications and Skills
- A bachelor’s degree in business administration, Quality Management, Educational Training, or a related field. A Master's degree is preferred.
- Excellent communication skills, both verbal and written, in English.
- Relevant certifications in quality management, training, or leadership (e.g., ISO 9001, Certified Trainer, etc.) are advantageous.
- Extensive experience in quality monitoring 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 monitoring and management 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.
Strategic Thinking and Problem-Solving
- 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.
We Offer
- Competitive salary
- Private Health Insurance
- Free Gym/Sports Card
- Learning Hub
About the Company
We are ARRISE, a top-tier provider of player-beloved content in the iGaming realm. We're not just a company; we're a dynamic force in software development and services, crafting end-to-end digital solutions. With our headquarters nestled in Gibraltar and a global presence spanning Malta, Romania, India, Canada, and Bulgaria, we boast a vibrant team of over 5,000 skilled individuals. Together, we form a cross-functional powerhouse fueled by decades of experience across diverse industries and professions. Our shared drive propels us to deliver excellence every day.
Our Values
- Persistence: We never give up and are determined to be the best at what we do.
- Respect: We value and respect our clients, their players, and our team members; promoting professionalism, integrity, and fairness without compromise.
- Ownership: We take ownership of our work and consistently deliver in a reliable manner, always providing the highest level of quality.
Job Location
Ras Al-Khaimah, United Arab Emirates
Join Us
As Manager of QC and Training, you'll be pivotal in shaping our culture of excellence and innovation. Lead the charge in enhancing our company's performance in Bogota and globally. Embark on this exciting journey with us!
© ARRISE. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
About us:ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.Our global team of talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success. To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.Be part of the future of iGaming with ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here!